LEON PROPERTIES • CLIENT CARE
Complaints Procedure
Tell us what happened. We will review your concern fairly and communicate with you as soon as reasonably practicable.
Our commitment
Leon Properties aims to provide professional, fair and transparent service. If something has gone wrong, please tell us so that we can understand the issue, review the available information and work toward an appropriate outcome.
How to make a complaint
Submit the form below or email [COMPLAINTS EMAIL]. You may also write to [OFFICE ADDRESS] or call [PHONE NUMBER]. Please state that your message is a formal complaint so it can be directed to the appropriate person.
What to include
Please provide your full name and contact details; the property or transaction concerned; the name of the Leon Properties representative involved; a clear description of what happened; relevant dates; copies of supporting documents; and the outcome you are seeking. Avoid sending original documents.
What happens next
We will record the complaint, direct it to an appropriate reviewer and communicate with you as soon as reasonably practicable. The reviewer may ask for more information and may speak with team members or relevant third parties. Complex matters can require additional time, and we will aim to keep you informed of material progress.
Fair review
We consider the information available from all relevant sides. Raising a complaint in good faith will not affect the professional service you are entitled to receive. Where a conflict of interest is identified, we will take reasonable steps to arrange suitable oversight.
Possible outcomes
Depending on the findings, an outcome may include an explanation, correction of information, further action on a service issue, referral to another party, an apology, or confirmation that the original action was appropriate. Any financial or contractual remedy remains subject to applicable law and the relevant agreements.
Confidentiality and personal data
Complaint information will be shared only as reasonably necessary to review, respond, comply with legal obligations or protect rights. Personal data will be handled in accordance with our Privacy Policy and applicable requirements.
If you remain dissatisfied
If the matter is not resolved, you may ask for an internal review by a senior representative. You may also be entitled to contact the competent regulator, consumer-protection body, court or dispute-resolution authority. The appropriate body depends on the property, parties and issue, so consider obtaining independent advice.
Records and policy updates
We may retain complaint records for operational, compliance and legal purposes. This procedure may be updated when our processes or obligations change. The latest version will appear on this page.
Submit your complaint
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