Complaints Handling Procedure

If you would like to make a complaint about us, please send us an email to [email protected]. In your email, please provide us with as much detail as possible regarding your complaint, and the relevant transaction that the complaint relates to. Alternatively, you can also submit your complaint via telephone or by post. You can find our contact details under the Contact us page.

Upon receiving your email regarding the complaint, we will attempt to acknowledge receipt of the complaint within 24 hours. Acknowledgement of your complaint might take longer if it is received by post.

We will seek to come back to you in relation to the complaint, or with any questions that we may have, within 5 business days. If a decision is required by LandlordInvest in relation to the complaint, we will endeavour to provide a final determination within 30 days.

Depending on the nature of the complaint and the relevant transaction, you may have the option to also complain to the Financial Ombudsman Service (FOS).

If you want the FOS to consider your complaint, you must send your complaint to them within 6 months of the date of our final response. Their contact details are:

The Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square

London

E14 9SR

Telephone: 0300 1239 123.

Email: [email protected]

Information regarding the service can be found on the Financial Ombudsman website:

http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

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