Lune Properties aims to deliver a consistent high quality service however we understand things sometimes go wrong. Your feedback matters. If you feel that an issue with your accommodation needs to be taken further, we are committed to resolving it.

Where your initial complaint has been discussed verbally but we haven’t been able to sort things by talking about the issue you can then escalate to our formal complaints procedure.

To escalate to our formal complaint procedure please put your complaint in writing, either via email (info@luneproperties.co.uk)  or letter (Lune Properties, 1 Spring Garden Street, Lancaster, LA1 1RQ) to us. Once received we will investigate your complaint and come back to you within 14 days to respond.

If, after following our complaints procedure you are still not satisfied, you can ask for an independent decision from the either the National Residential Landlords Association (NRLA) or ANUK National Code for an independent review.

https://www.nrla.org.uk/about-us/complaints-about-member

https://www.nationalcode.org/national-code-complaints-process