Client Feeback Procedure
We are committed to providing a professional service to all our clients and customers. If you are happy with our service and would like to share your experiece with us, please use the contact form below or email us at clientservices@lordscover.co.uk.
If things have not gone to plan, tell us. This will help us to improve our service going forward and resolve issues as soon as possible.
We ask that you put your concern in writing by letter, email or contact form. We will then acknowledge and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.
Please note that these timescales are a guide, we always endeavor to resolve all concerns in the shortest time possible, taking into consideration the needs of every individual.
We appriciate your feedback.
Send your concern to us by writing in one of the following methods:
Email: clientservices@lordscover.co.uk
Letter: Lords Cover Ltd, Unit 1, 119 Orts Road, Reading, RG1 3JN
Or by completing the contact form on this page.
Please include as much detail as possible, outlining all concerns you would like considered, including dates, names of any members of staff you dealt with, and where applicable enclose/attach any supporting evidence.
Ensure you tell us your preferred contact method (Phone / email / letter) and provide up to date contact details.
We will acknowledge your concern and start investigating the matter within 2 working days.
Stage 2
During our investigation we will take into consideration the points you have brought to our attention, as well as looking into all relevant contracts and communications you have had with us in order to propose the best possible resolution.
We will then provide a formal response in the method you have requested within 7 days.
If you are not satisfied with the formal response we have provided, it may be that we have not fully understood your concern and kindly ask that you contact us on one of the methods outlined in stage 1 to arrange a call to further investigate the concerns raised.
Should you remain dissatisfied after going through the full client feedback procedure, you can refer your concerns to the Property Redress Scheme by the following methods:
Letter: The Property Redress Scheme, Limelight, 1st Floor, Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH.
Phone: 0333 321 9418
Or by using their contact methods on their website www.propertyredress.co.uk.
You must refer any concerns to The Property Redress Scheme within 12 months of the date of our final response.
For concerns regarding your data, you can refer your concerns to the Information Commissioner’s Office by the following methods:
Letter: ICO, Wycliffe House, Water Lane, Wilmslow, Cheshire. SK9 5AF.
Phone: 0303 123 1113
Or by using their contact methods on their website https://www.ico.org.uk/make-a-complaint.
Stage 1
Stage 3
Stage 4
Lords Cover
Pay-As-You-Let™
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Registered office address for correspondence only. We do not accept customer visits at this location.
Lords Cover Ltd. Registered in England & Wales. Registered address: Unit 1, 119 Orts Road, Reading, RG1 3JN, UK.
Company registration #16576957.
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PAY-AS-YOU-LET™
Hours
Mon - Tue 9am - 5pm
Wed 9am - 4pm
Thu - Fri 9am - 5pm
Sat 9am - 1pm
Bank Holidays - Closed