At Larchfield Asset Management Limited, we want every client, leaseholder and resident to feel confident that we listen to their concerns. We also want them to know that we act on those concerns promptly and fairly. We aim to provide the highest standard of service at all times. However, things occasionally go wrong. If they do, please tell us so that we can put them right.
This page sets out our complaints procedure.
Please make your complaint in writing. You can email us at info@larchfieldam.co.uk. Alternatively, you can write to us at Larchfield Asset Management Limited, First Floor Office, 29-30 Fleet Street, Torquay, TQ1 1BB.
Please include as much detail as you can, such as relevant dates, the names of anyone you have dealt with and copies of any supporting documents. We do not charge for handling complaints.
If you need help putting your complaint in writing, or need us to make any adjustments, for example because of a disability or language needs, please call us on 01803 308482 and we will help.
First, please address your complaint to your Property Manager. They will acknowledge it within three working days. They will then aim to resolve it within seven working days.
Some matters take longer, for example because they are complex or we need to consult a third party. In that case, we will keep you updated on our progress.
If you are not satisfied with our response at Stage 1, we will escalate the matter to our Director, Louise Sims MTPI AssocRICS. She will carry out a full and thorough investigation. She will then send you a written response setting out our final viewpoint within fifteen working days of your original complaint.
Our complaints process should take no longer than eight weeks in total.
Our Director takes full responsibility for effective complaints handling.
At any stage, we or the landlord may suggest independent mediation where appropriate. You can also get free, independent advice from LEASE (the Leasehold Advisory Service) or Citizens Advice.
Larchfield Asset Management Limited is a member of The Property Ombudsman scheme for Residential Leasehold Management. Our membership number is T09277.
You can refer your complaint to The Property Ombudsman free of charge once our complaints procedure is complete. You can also do so if eight weeks have passed since you first complained. You must refer your complaint to The Property Ombudsman within 12 months of our final viewpoint letter.
The Property Ombudsman Ltd
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Telephone: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
The Property Ombudsman cannot decide disputes about whether service charges are reasonable or payable, or other matters arising under the terms of your lease. These can be decided by the First-tier Tribunal (Property Chamber).
Larchfield Asset Management Limited is regulated by RICS. Our Firm Registration Number is 881047.
Monday – Friday: 9am – 5pm
Office visits by appointment only
OfficeFirst Floor Office, 29-30 Fleet Street
Torquay, TQ1 1BB
Telephone01803 308482
Out-of-hours emergencies07575 810795
Fire or risk to life: call 999
Larchfield Asset Management Limited. Registered in England and Wales, company number 14727232. Registered office: First Floor Office, 29-30 Fleet Street, Torquay, TQ1 1BB.
Regulated by RICS. Member of The Property Ombudsman scheme for Residential Leasehold Management (membership number T09277).
Looking for help managing your block or estate? Send us a message and Louise will be in touch personally.