Complaints Procedure

1. Our commitment to you

We take complaints seriously. Every complaint is reviewed personally by the founder and handled in writing so there is a clear record of what was raised, what was investigated, and what was decided.

We commit to:

• Acknowledging every complaint within 3 working days;
• Giving you a substantive written response within 15 working days (sooner where possible);
• If the matter is complex and we need longer, writing to you before the 15 working days are up to explain why, and when you can expect a final reply;
• Issuing a final written response within 8 weeks of your initial complaint at the very latest.

These timescales mirror the standards set by The Property Ombudsman (TPO) and the National Association of Property Buyers (NAPB), both of which Lamala Group is committed to joining as part of our accreditation process.

2. How to raise a complaint

The quickest way to reach us is by email. Please send your complaint to:

If you’d prefer to speak to someone, let us know by email and we will arrange a call at a time that suits you.

3. What to include

To help us investigate quickly, please include:

• Your full name and a contact email or phone number;
• The address of the property in question (if relevant);
• A brief description of what has gone wrong and when it happened;
• The names of anyone at Lamala Group you have already spoken to;
• What outcome you would like (for example an apology, an explanation, a change to our process, or financial redress);
• Copies of any relevant emails or documents if you have them (PDF, DOC or screenshot are all fine).

You don’t need to use any legal language — just tell us what happened in your own words.

4. Our 3-stage process

1. Stage 1 — Acknowledgement (within 3 working days)

   We will confirm we have received your complaint, give you a reference, and tell you who will be looking into it. At this stage we may also ask for any extra detail we need to investigate properly.

2. Stage 2 — Investigation & first response (within 15 working days)

   We will review every file, email and note related to your complaint. If anyone else at Lamala Group was involved we will speak to them. You will then receive a written response explaining what we found, what (if anything) went wrong, what we are doing about it, and — where appropriate — what we propose as a resolution.

3. Stage 3 — Final response (within 8 weeks)

   If you are not satisfied with the Stage 2 response, please reply and tell us why. The founder will personally review the matter again and send you a “final written response”. This letter will clearly confirm that it is our final position and, if you are still unhappy, it will explain how to escalate.

5. How to escalate

If you have received our final written response and you are still not satisfied — or if 8 weeks have passed since you first complained and you haven’t had a final response — you can escalate the complaint to an independent body.

Because Lamala Group is in the process of joining The Property Ombudsman scheme, in the interim you have three main independent routes:

• The Property Ombudsman (TPO) — once our membership is confirmed, complaints can be escalated directly to TPO, free of charge;
• Citizens Advice — free, confidential advice on your consumer rights and next steps;
• Trading Standards — via the Citizens Advice consumer service on 0808 223 1133 (England & Wales) or 0808 164 6000 (Scotland).

6. The Property Ombudsman

The Property Ombudsman is a government-approved independent redress scheme for consumers in the property sector. Using the Ombudsman is free and decisions are binding on member firms. TPO can award compensation of up to £25,000 where appropriate.

7. Other sources of help

If your complaint involves issues outside our control — for example a solicitor’s conduct or a dispute about data protection — the following organisations can help:

• Solicitors Regulation Authority (SRA) — for complaints about a specific solicitor or law firm.
• Legal Ombudsman — for complaints about the service from a solicitor.
• Information Commissioner’s Office (ICO) — for data protection and privacy complaints.
• Citizens Advice — for free, independent consumer advice.

For our wider legal terms, please see our Terms of Service and Privacy Policy.