Complaints procedure
At Lawson Rose Estate Agents, we are committed to providing a high standard of service to all our clients and customers. However, we recognise that on occasion things may not go as expected. When this happens, we welcome the opportunity to investigate concerns and put matters right wherever possible.
This procedure explains how you can make a complaint and how we will deal with it.
How to Make a Complaint
If you have a complaint about the service you have received from Lawson Rose Estate Agents, we ask that you first raise the matter with the member of staff dealing with you. They will make every reasonable effort to resolve the issue promptly.
If you are not satisfied with their response, or if you would prefer to make a formal complaint, you may submit your complaint to Liam Bushnell:
By email to: liam@lawsonrose.com
By post to: Lawson Rose Estate Agents, 131 Winter Road, Southsea, PO4 8DS
In person at our office.
If the complaint is regarding Liam Bushnell, or if he’s away from the office on annual leave or off sick, please send complaint to Chris Bull.
By email to: chris@lawsonrose.com
By post to: Lawson Rose Estate Agents, 131 Winter Road, Southsea, PO4 8DS
In person at our office.
Please provide as much information as possible, including:
- Your name and contact details.
- The property address, where applicable.
- The name of the member of staff you have been dealing with.
- Details of your complaint.
- Any relevant dates, correspondence or supporting documents.
- The outcome you are seeking, where appropriate.
Acknowledgement of Your Complaint
We will acknowledge receipt of your formal complaint in writing within 3 working days of receiving it.
Your complaint will be recorded and passed to the appropriate person for investigation.
Investigation
We will investigate your complaint fairly and objectively.
This may include reviewing relevant correspondence, records and documents and speaking with the members of staff involved.
We will provide you with a written response to your complaint within 15 working days of receiving it. If we are unable to provide a full response within this timeframe, we will explain the reason for the delay and provide you with an expected timescale for our response.
Our response will explain:
- The outcome of our investigation.
- The reasons for our decision.
- Any action we propose to take to resolve the matter, where appropriate.
- Any further steps available to you.
Escalating Your Complaint
If you remain dissatisfied following our written response, you may request that your complaint is reviewed by a senior member of the management team.
Your request should explain why you remain dissatisfied and should be made within 15 working days of our initial written response.
We will acknowledge your escalation and provide a final written response within 15 working days, or explain if additional time is required.
Independent Redress
If, after completing our internal complaints procedure, you remain dissatisfied, you may be entitled to refer your complaint to the Property Redress Scheme who will review the case. Please note, there are restrictions of the type of complaint the Property Redress Scheme can consider.
Please see below for the relevant redress provider.
Property Redress Scheme details:
Property Redress Scheme
Our Commitment
We will handle all complaints:
- Fairly and impartially.
- Promptly and professionally.
- Confidentially and in accordance with applicable data protection requirements.
- Without prejudice or discrimination.
- With the aim of resolving matters wherever reasonably possible.
- Making a complaint will not affect your dealings with Lawson Rose Estate Agents or the service we provide to you.
Contact Details
Lawson Rose Estate Agents
Address: 131 Winter Road, Southsea, PO4 8DS
Telephone: 02392 367779
Email: contactus@lawsonrose.com
Website: www.lawsonrose.com
Complaints contact:
Liam Bushnell – Director
Chris Bull – Director
Date of procedure: September 2026
Review date: September 2027