Complaints procedure
If we've let you down, we want to put it right. Here's how to raise a complaint and what we'll do.
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Tell us what went wrong
Email enquiry@jluxestate.com with "Complaint" in the subject line, or write to us at 2a Heigham Road, London E6 2JG. Include the property address, what happened and what you'd like us to do. We'll acknowledge your complaint within 3 working days.
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We investigate and reply
We'll look into your complaint and send you a full written response within 15 working days of acknowledging it.
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Ask for a review
If you're not happy with our response, reply and ask for a review. A senior member of staff who wasn't involved will look at it again and send our final response within 15 working days.
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Go to our redress scheme
If you are not satisfied with our final response, you can refer your complaint to our independent redress scheme free of charge. Details of the scheme are shown in the footer of this website. You'll usually need to do this within 12 months of our final response. You can also go to them if 8 weeks have passed since you first complained and we haven't resolved it.