COMPLAINTS PROCEDURE
Complaints Procedure for Property Inventory Reports by LYL Inventories Ltd
Our Aim
At LYL Inventories Ltd, we strive to deliver an exceptional service, and we are committed to ensuring our clients are satisfied within the guidelines set out by our terms and conditions of business and our insurance. If, however, you feel that we have not met these standards, you are welcome to raise a complaint.
About Our Complaints Procedure
Our complaints procedure is designed to:
- Address complaints fairly, efficiently, and effectively
- Ensure all complaints are handled consistently
- Enhance client satisfaction
- Help us continuously improve our service
Who Can Complain?
A complaint can be made by anyone who:
- Has received a service directly from LYL Inventories Ltd
- Has received a service via a third party (e.g., a letting agent) and has already attempted to resolve the issue with the third party
- Is caring for or legally representing someone who has received a service from LYL Inventories Ltd
How to Make a Complaint
Please send your complaint in writing to info@lylinventories.com.
To help us resolve the issue promptly, please include:
1. The property address associated with the service
2. The date of the inspection
3. The type of inspection conducted (e.g., check-in, check-out, mid-term)
4. A brief description of your complaint and the reasons you were dissatisfied with our service
5. Any supporting evidence or material relevant to your complaint
6. An indication of how you would like us to resolve the issue
Please notify us of any complaint within 48 hours of receiving your inventory report.
If you booked our services through a third party, such as a letting agent, we request that you contact them first to attempt resolution. Should you remain unsatisfied with their response, you may then contact us directly using the procedure outlined above, within 48 hours of receiving their final response.
How and When We Will Respond
Upon receipt of your complaint, we will acknowledge it within 3 working days.
Following acknowledgment, we will conduct a full investigation into the issues raised. You can expect a response and/or a proposed resolution via email within 10 working days.
In the event we are unable to meet these timeframes, we will contact you to explain the delay and provide an estimated timeframe for a full response and/or resolution.
Once we have issued our final response and/or resolution, the complaint will be considered closed. LYL Inventories Ltd reserves the right not to engage in further correspondence regarding the matter.