Hampshire Land Lettings & Sales (trading as Hampshire L&L Ltd) is committed to providing a high standard of service. If you believe we have not met that standard, we encourage you to let us know promptly so we can attempt to put things right.

1. How to Submit a Complaint

Please set out your complaint in writing (or in a clear email) and provide as much information as possible, including any relevant dates, property references, and supporting documentation (correspondence, tenancy/sale agreements, etc.).

Submit to:

Hampshire L&L Ltd
9 Eastgate House, Andover, Hampshire SP10 1EP
or via email: richard@hamplls.uk

Please address your letter or email to “The Complaints Officer” (or another named senior individual) so we know who will handle your concern.

2. Acknowledgement & Initial Response

We will acknowledge receipt of your complaint within 3 working days, confirming receipt and outlining the next steps.

We will then launch a full investigation — reviewing your file, consulting any staff involved, and gathering any necessary information.

3. Final Viewpoint Letter / Written Response

We aim to provide a full, written response — our “Final Viewpoint Letter” — within 15 working days of receipt of your complaint. This letter will include:

• Our findings (what we discovered during the investigation)

• Any remedial steps we propose, or reasons for not upholding the complaint

• An explanation of your right to refer the matter to TPO if you remain dissatisfied

If for any reason we cannot complete the investigation within that time (e.g. awaiting third-party information), we will write to you before the 15-day period ends, explaining why and providing a revised timeframe.

4. Review / Escalation

If you remain dissatisfied with our decision, or if we fail to provide a Final Viewpoint Letter within 8 weeks of your original complaint, you may escalate your complaint to:

The Property Ombudsman (TPO)

33 Clarendon Centre

Salisbury

Wiltshire

SP1 2TJ

Tel: 01722 333 306
Email: admin@tpos.co.uk

You must refer the complaint to TPO within 12 months of receiving our Final Viewpoint Letter (or within 12 months of the event you are complaining about, if no letter was provided).

Once you escalate to TPO, their decision will be final and binding on us, as long as you have followed the internal complaints procedure first.

5. Important Notes

• All complaints — even if raised verbally — should be confirmed in writing. If you initially complain verbally, we will ask you to provide the details in writing (or send you a summary to confirm).

• We treat all complaints seriously, regardless of whether they appear minor or are unsubstantiated. All complaints will be recorded and processed through this procedure.

• A copy of this Complaints Procedure will be provided on request and is available on our website

If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.