If you are unhappy with any aspect of our service, please first raise the issue directly with your primary contact at Ladybird Living (the member of staff dealing with your matter).

They will aim to resolve the issue informally within 5 working days.

If the issue is not resolved, please send a formal written complaint by email to:

    Connie Kirby

    Client Account Manager

    connie@ladybirdliving.co.uk

When submitting a complaint, please include:

• Your name, property address, and contact details
• A description of your complaint
• Any relevant dates or supporting documents

We will:

• Acknowledge your complaint in writing within 3 working days
• Investigate the issue
• Provide a written response within 15 working days of acknowledging your complaint

If the investigation will take longer, we will inform you of the reason and provide an estimated timeline.

If you are not satisfied with our response, you may request a review by another senior member of staff.

We will review the complaint and issue a final written response within 15 working days.

This letter will confirm that you have reached the end of our internal complaints process (“Final Viewpoint Letter”).

If you remain dissatisfied after receiving our Final Viewpoint Letter, or if 8 weeks have passed since the initial complaint without resolution, you may refer your complaint to our independent redress scheme:

Property Redress Scheme (PRS)

Limelight, 1st Floor, Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH

0333 321 9418

www.theprs.co.uk

You must refer your complaint to PRS within 12 months of our Final Viewpoint Letter.

We maintain a log of all complaints and their outcomes for compliance and continuous improvement.

This record is reviewed regularly by management to identify areas where our service can improve.