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Customer Complaints Handling Procedure

As a firm licensed by the National Approved Letting Scheme, Luscombe & Co. aims to provide the highest standards of service to all landlords and tenants, but to ensure that your interests are safeguarded, we offer the following…

If you believe you have a grievance, please write in the first instance to Penny Walker at the address below:

26 Bridge Street
Newport
NP20 4BG

The grievance will be acknowledged within 3 working days and then investigated thoroughly in accordance with established “in-house” procedures. A formal written outcome of the complaint will be sent to you within 21 days. If we require longer than this timescale we will advise you in writing and confirm our revised response date.

If you remain dissatisfied with the result of the internal investigation, please contact Barrie McDowell at our offices, who will review the complaint.

Following the conclusion of our in-house review we will write to you with a final written statement.

If you are dissatisfied with the conclusion of the in-house review of the complaint, you can refer the matter to:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP

01722 333 306
www.tpos.co.uk