If something has gone wrong, tell us. Most problems are sorted out quickly once the right person knows about them.
Stage 1 — Tell us
Email hello@ledream.io or write to 10 Gloucester Drive, Staines-upon-Thames, TW18 4TY, with your name, the property address and what happened. We acknowledge every complaint within 3 working days and send a full written response within 15 working days.
Stage 2 — Review
If you are not satisfied with that response, ask for a review. A director who was not involved will look at the complaint again and send our final written response within 15 working days.
Stage 3 — Independent redress
If you are still not satisfied, or more than 8 weeks have passed since you first complained, you can refer the matter to the property redress scheme we belong to (details on request). Referrals normally need to be made within 12 months of our final response.