Open House Lancashire is committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it through the in-house complaints procedure. 

We not only take your complaints, but also take a stern action against it. And make sure that all those players responsible for any inconvenience to you are held accountable and you are compensated against it. 

This comprehensive in-house complaints procedure by Open House Lancashire helps us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We have eight weeks to consider your complaint. This is the maximum time to deal with any complaint, we make sure that all complaints are dealt as fast as they can. But sometimes, collecting data and verifying all the details may take some time.

 If we have not resolved it within this time you may refer your complaint to The Property Redress Scheme. This calls for transparent complaints procedure at Open House Lancashire!

At Open House Lancashire, our real estate agents and staff is committed to offer quality services. Yet, if you had not been entertained properly or if there is any inconvenience faced by you. This could refer to any issue/inconvenience during sale of property, purchase of property or renting a house! We are here to listen to you and resolve your issue!

How does Open House Lancashire's Complaints Procedure work?

When you a lodge a complaint with Open house Lancashire in matters like buying a house in Lancashire to selling a property in Burnley, we offer a streamlined complaint procedure which helps in resolving issues, accommodating you for any inconvenience and holding the people responsible for it accountable. 

  • Open House Lancashire will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Redress Scheme to request an independent review. We assure high costumer satisfaction and are committed towards providing high quality services. 

The Property Redress Scheme Ltd

Premiere House,

1st Floor,

Elstree Way,

Borehamwood WD6 1JH

0333 321 9418

Please note the following:

You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.