Complaints Policy

At The Landlord Protection Scheme (LPS), we take all concerns seriously. We aim to provide clear, effective and timely support to our members. If you feel we have fallen short of this, we want to know.

Step 1: Let Us Know

Most issues can be resolved quickly and informally. Please contact us at complaints@lpscheme.co.uk.

Step 2: Make a Formal Complaint

If you are not satisfied with our response, you can make a formal complaint in writing by emailing complaints@lpscheme.co.uk.

Please include:

Your full name and membership ID
A summary of your complaint
Any relevant documents or evidence
What outcome you are seeking

What Happens Next?

We will acknowledge your complaint within 3 working days.
A senior member of staff will investigate the matter.
You will receive a full written response within 14 working days.

If more time is needed, we will let you know.

Complaints About a Solicitor

If your complaint is about the legal advice or work of one of our independent solicitors, please raise it with the solicitor’s firm first. If you are still unhappy, you can contact the Legal Ombudsman at www.legalombudsman.org.uk.

Final Note

LPS is not a law firm. We provide practical tenancy support, document preparation and case coordination. Where specialist legal advice or formal legal work is required, we arrange assistance through independent, qualified UK housing solicitors who provide their services separately from LPS.