Complaints Procedure

We aim to provide a professional, responsive and honest service at all times. Where things go wrong — or where you believe they have — we want to hear from you so that we can put them right. All complaints are treated with the same level of priority regardless of the nature of the instruction or the value of the transaction.

In the first instance, please raise your concern directly with the negotiator or property manager who is handling your matter. Many issues can be resolved quickly and informally at this stage.

We aim to acknowledge and resolve straightforward concerns within one working day.

If you are not satisfied following Step 1, or if your concern is of a more serious nature, please submit a formal written complaint to us at: info@nlv.estate (subject line: 'Formal Complaint'), or in writing to: Complaints, Nelson London Ventures Ltd, Commercial House, 406–410 Eastern Avenue, Gants Hill, Ilford IG2 6NQ.

Please include in your complaint: your full name and contact details; the property address (if applicable); a clear description of your complaint; copies of any relevant correspondence or documents; and the outcome you are seeking.

We will acknowledge receipt of your complaint in writing within three working days. We will provide a full written response within 15 working days of receipt. If we require additional time due to the complexity of the matter, we will notify you and agree an extended timescale.

If you remain dissatisfied with our formal response under Step 2, you may escalate your complaint to our Managing Director by writing to the address above marked for the attention of the Managing Director, or by emailing info@nlv.estate with the subject line 'Complaint Escalation'.

We will issue a final written response within 15 working days of receiving your escalation. This response will constitute our final position.

If you remain dissatisfied after exhausting our internal complaints procedure, you have the right to refer your complaint to our independent redress scheme: [to be confirmed — name of scheme and contact details]. Membership number: [to be confirmed].

The redress scheme provides a free, independent service for unresolved complaints. You must refer your complaint to the scheme within 12 months of receiving our final written response.

This redress scheme covers residential property transactions. Commercial property disputes may be subject to different resolution mechanisms — please contact us for guidance.

If your complaint relates specifically to the handling of client money, it may also be referred to our Client Money Protection (CMP) scheme provider. Details of our CMP membership are published on our Fees page at nlv.estate/legal/fees.

For complaints relating to data protection matters, you may also contact the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.

Nothing in this procedure prevents you from exercising any legal right you may have, including pursuing a claim through the courts.