Guide to Renting
Complaints Process
At NeonLock, we are dedicated to providing exceptional service and ensuring our clients’ satisfaction. However, we understand that sometimes issues may arise. Your feedback helps us address these matters promptly and improve our services. This page explains how to make a complaint and how we will handle it.
How to Reach Us
We are here to resolve your concerns as quickly as possible. You can start by contacting your local NeonLock branch or reach us through the following methods:
- Call us: +44 20 3795 5126
- Email us: info@neonlock.com
- Write to us: Complaints Team, NeonLock, Office: 20 Wenlock Road, London, N1 7GU.
Please include your name, contact information, and a brief description of your complaint.
What Information We Need
To help us address your complaint effectively, please provide:
- Your full name and contact details.
- A detailed description of the issue and how it has affected you.
- The date and location of the incident.
- Your preferred method of communication and a convenient time to reach you.
How We Handle Complaints
We aim to resolve your concerns efficiently and transparently:
- Acknowledgement: We’ll confirm receipt of your complaint within 3 business days.
- Discussion: A team member will contact you to discuss the issue and work on a resolution.
Progress Updates: For complex matters, we may require additional time to investigate. We’ll keep you informed throughout the process.
Our Final Response
Once our investigation is complete, we’ll provide a detailed response that includes:
- A summary of our findings.
- Steps we’re taking to address the issue.
- Information about your right to escalate the matter to The Property Ombudsman (TPO), if required.
Escalation Process
If you are not satisfied with our initial response, you can request a review by a senior member of our team. A thorough review will be conducted, and a Final Viewpoint Letter will be issued.
The Property Ombudsman (TPO)
If you are unhappy with our Final Viewpoint Letter, you may refer your complaint to The Property Ombudsman, an independent dispute resolution service.
To proceed, please ensure you’ve completed our complaints process. Contact TPO within 12 months of receiving our Final Viewpoint Letter.
- Web: [Insert link]
- Email: [Insert email address]
- Phone: [Insert phone number]
- Post: [Insert address]
We value your trust and are committed to resolving any concerns promptly. Please don’t hesitate to contact us if you need assistance.
