Complaints Procedure
Last updated: 1 March 2026
Our Commitment
CSL Longstone Ltd is committed to providing an excellent service. If something goes wrong, we want to know about it so we can put it right and prevent it from happening again.
How to Complain
You can submit a complaint by:
- Email: admin@csl-longstone.com
- Phone: Contact either director directly (see our Team page)
- Post: Write to CSL Longstone Ltd at our registered office address
Please include:
- Your name and contact details
- A clear description of your complaint
- Any relevant dates and reference numbers
- What outcome you are seeking
Our Process
- Acknowledgement: We will acknowledge your complaint within 2 working days.
- Investigation: We will investigate the matter thoroughly and may contact you for further information.
- Response: We aim to provide a full response within 10 working days. If the matter is complex and requires more time, we will let you know and provide an estimated timeline.
- Resolution: We will explain our findings and any actions we will take to resolve the issue.
Escalation
If you are not satisfied with our response, you can escalate your complaint to a director by requesting a formal review. We will aim to provide a final response within a further 10 working days.
External Resolution
If you remain dissatisfied after exhausting our internal process:
- Property Redress Scheme: CSL Longstone Ltd is a member of the Property Redress Scheme. If you are unable to resolve your complaint with us directly, you may escalate it to Property Redress for independent review.
- Data protection complaints: Contact the Information Commissioner's Office (ICO) at ico.org.uk or call 0303 123 1113. Our ICO registration reference is ZC102855.
- General service complaints: You may seek independent legal advice or alternative dispute resolution.
CSL Longstone Ltd is a registered member of the Property Redress Scheme, providing independent redress for lettings, property management, and sales.
Learning from Complaints
We use complaints to improve our services. All complaints are reviewed by the directors to identify patterns and implement improvements.