{"id":9249,"date":"2026-09-24T21:32:57","date_gmt":"2026-09-24T20:32:57","guid":{"rendered":"https:\/\/staging.lockandkeyestateagents.co.uk\/?page_id=9249"},"modified":"2026-09-24T21:32:57","modified_gmt":"2026-09-24T20:32:57","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/staging.lockandkeyestateagents.co.uk\/?page_id=9249","title":{"rendered":"Complaints Policy"},"content":{"rendered":"<style>.lk-policy{font-family:inherit;color:#242228}.lk-policy *{box-sizing:border-box}.lk-policy .hero{background:#481c2f;color:#fff;padding:64px max(28px,calc((100vw - 1080px)\/2));}.lk-policy .eyebrow{text-transform:uppercase;letter-spacing:.16em;font-size:13px;font-weight:700;color:#eac4d2}.lk-policy h1{font-size:clamp(38px,5vw,64px);line-height:1.07;margin:16px 0;color:#fff}.lk-policy .hero p{font-size:20px;max-width:650px;line-height:1.5}.lk-policy .wrap{max-width:1080px;margin:auto;padding:56px 28px 80px}.lk-policy .lead{font-size:22px;line-height:1.5;max-width:800px}.lk-policy .steps{display:grid;grid-template-columns:repeat(2,minmax(0,1fr));gap:18px;margin:38px 0}.lk-policy .step{background:#faf5f7;border:1px solid #eadce2;border-radius:12px;padding:28px}.lk-policy .step span{font-weight:700;color:#8c385b}.lk-policy h2{color:#481c2f;font-size:26px;margin:12px 0}.lk-policy p,.lk-policy li{line-height:1.65}.lk-policy .cta{background:#481c2f;color:white;padding:32px;border-radius:12px;margin-top:30px}.lk-policy .cta h2{color:white}.lk-policy a.btn{display:inline-block;background:#fff;color:#481c2f;padding:13px 22px;border-radius:7px;font-weight:700;text-decoration:none}.lk-policy a{color:#7c284a}.lk-policy .cta a.btn{color:#481c2f}@media(max-width:680px){.lk-policy .steps{grid-template-columns:1fr}.lk-policy .hero{padding:48px 24px}}<\/style>\n<div class=\"lk-policy\">\n<section class=\"hero\">\n<div class=\"eyebrow\">Here to put things right<\/div>\n<h1>Complaints policy<\/h1>\n<p>We want every experience with Lock &amp; Key to be a good one. If something has gone wrong, please tell us so we can look into it and put things right.<\/p>\n<\/section>\n<div class=\"wrap\">\n<p class=\"lead\">You can raise a concern using our <a href=\"\/?page_id=66\">contact form<\/a>, by calling <a href=\"tel:01254449034\">01254 449034<\/a>, or by writing to Lock &amp; Key Estate Agents, 7 Hope Street, Blackburn BB2 1DY.<\/p>\n<div class=\"steps\">\n<div class=\"step\"><span>01 \/ Tell us<\/span><\/p>\n<h2>Raise your concern<\/h2>\n<p>Tell us what happened and what you would like us to do. Please include your name, the property address if relevant, dates and any supporting information. We will try to resolve straightforward concerns informally within five business days.<\/p>\n<\/div>\n<div class=\"step\"><span>02 \/ Formal complaint<\/span><\/p>\n<h2>Ask us to investigate<\/h2>\n<p>If we cannot resolve your concern informally, or you would prefer a formal review, tell us through the contact form or in writing that you are making a formal complaint. We aim to acknowledge it within two business days.<\/p>\n<\/div>\n<div class=\"step\"><span>03 \/ Our response<\/span><\/p>\n<h2>We review the details<\/h2>\n<p>We will investigate and aim to give you a written response within ten business days. If we need longer, we will keep you updated. If you remain unhappy, you can ask for an internal review and a final response.<\/p>\n<\/div>\n<div class=\"step\"><span>04 \/ Independent review<\/span><\/p>\n<h2>Property Redress Scheme<\/h2>\n<p>If your complaint remains unresolved after our final response, or eight weeks have passed since you raised it with us, you may refer it to the <a href=\"https:\/\/www.theprs.co.uk\/\" target=\"_blank\" rel=\"noopener\">Property Redress Scheme<\/a>, subject to its eligibility rules.<\/p>\n<\/div>\n<\/div>\n<div class=\"cta\">\n<h2>Ready to tell us?<\/h2>\n<p>Use the contact form and describe your concern in the message. We will make sure it reaches the right person.<\/p>\n<p><a class=\"btn\" href=\"\/?page_id=66\">Open the contact form<\/a><\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Here to put things right Complaints policy We want every experience with Lock &amp; Key to be a good one. If something has gone wrong, please tell us so we can look into it and put things right. You can raise a concern using our contact form, by calling 01254 449034, or by writing to [&hellip;]<\/p>\n","protected":false},"author":11,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-no-title","meta":{"footnotes":""},"class_list":["post-9249","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints Policy - Lock and Key Estate Agents - Blackburn and Lancashire<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Policy - Lock and Key Estate Agents - Blackburn and Lancashire\" \/>\n<meta property=\"og:description\" content=\"Here to put things right Complaints policy We want every experience with Lock &amp; Key to be a good one. If something has gone wrong, please tell us so we can look into it and put things right. You can raise a concern using our contact form, by calling 01254 449034, or by writing to [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/staging.lockandkeyestateagents.co.uk\/?page_id=9249\" \/>\n<meta property=\"og:site_name\" content=\"Lock and Key Estate Agents - Blackburn and Lancashire\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/lockandkeyestates\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/staging.lockandkeyestateagents.co.uk\\\/?page_id=9249\",\"url\":\"https:\\\/\\\/staging.lockandkeyestateagents.co.uk\\\/?page_id=9249\",\"name\":\"Complaints Policy - Lock and Key Estate Agents - Blackburn and Lancashire\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/staging.lockandkeyestateagents.co.uk\\\/#website\"},\"datePublished\":\"2026-09-24T20:32:57+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/staging.lockandkeyestateagents.co.uk\\\/?page_id=9249#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/staging.lockandkeyestateagents.co.uk\\\/?page_id=9249\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/staging.lockandkeyestateagents.co.uk\\\/?page_id=9249#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/staging.lockandkeyestateagents.co.uk\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Complaints Policy\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/staging.lockandkeyestateagents.co.uk\\\/#website\",\"url\":\"https:\\\/\\\/staging.lockandkeyestateagents.co.uk\\\/\",\"name\":\"Lock and Key Estate Agents - Blackburn and Lancashire\",\"description\":\"Independent estate and letting agents in Blackburn and across Lancashire. Sales, lettings, management and auctions.\",\"publisher\":{\"@id\":\"https:\\\/\\\/staging.lockandkeyestateagents.co.uk\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/staging.lockandkeyestateagents.co.uk\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/staging.lockandkeyestateagents.co.uk\\\/#organization\",\"name\":\"Lock and Key Estate Agents\",\"url\":\"https:\\\/\\\/staging.lockandkeyestateagents.co.uk\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\\\/\\\/staging.lockandkeyestateagents.co.uk\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/lockandkeyestateagents-co-uk.stackstaging.com\\\/wp-content\\\/uploads\\\/2022\\\/07\\\/New-Logo-text-free.jpg\",\"contentUrl\":\"https:\\\/\\\/lockandkeyestateagents-co-uk.stackstaging.com\\\/wp-content\\\/uploads\\\/2022\\\/07\\\/New-Logo-text-free.jpg\",\"width\":394,\"height\":238,\"caption\":\"Lock and Key Estate Agents\"},\"image\":{\"@id\":\"https:\\\/\\\/staging.lockandkeyestateagents.co.uk\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/lockandkeyestates\",\"https:\\\/\\\/www.linkedin.com\\\/in\\\/lock-and-key-estate-agents-ltd-681bb0202\\\/\",\"https:\\\/\\\/www.yelp.com\\\/biz\\\/lock-and-key-estate-agents-blackburn\",\"https:\\\/\\\/www.instagram.com\\\/lockandkeyblackburn\\\/\",\"https:\\\/\\\/www.zoopla.co.uk\\\/find-agents\\\/branch\\\/lock-and-key-estate-agent-blackburn-104575\\\/\"]}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Complaints Policy - Lock and Key Estate Agents - Blackburn and Lancashire","robots":{"index":"noindex","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"og_locale":"en_GB","og_type":"article","og_title":"Complaints Policy - Lock and Key Estate Agents - Blackburn and Lancashire","og_description":"Here to put things right Complaints policy We want every experience with Lock &amp; Key to be a good one. If something has gone wrong, please tell us so we can look into it and put things right. You can raise a concern using our contact form, by calling 01254 449034, or by writing to [&hellip;]","og_url":"https:\/\/staging.lockandkeyestateagents.co.uk\/?page_id=9249","og_site_name":"Lock and Key Estate Agents - Blackburn and Lancashire","article_publisher":"https:\/\/www.facebook.com\/lockandkeyestates","twitter_card":"summary_large_image","schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/staging.lockandkeyestateagents.co.uk\/?page_id=9249","url":"https:\/\/staging.lockandkeyestateagents.co.uk\/?page_id=9249","name":"Complaints Policy - Lock and Key Estate Agents - Blackburn and Lancashire","isPartOf":{"@id":"https:\/\/staging.lockandkeyestateagents.co.uk\/#website"},"datePublished":"2026-09-24T20:32:57+00:00","breadcrumb":{"@id":"https:\/\/staging.lockandkeyestateagents.co.uk\/?page_id=9249#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/staging.lockandkeyestateagents.co.uk\/?page_id=9249"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/staging.lockandkeyestateagents.co.uk\/?page_id=9249#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/staging.lockandkeyestateagents.co.uk\/"},{"@type":"ListItem","position":2,"name":"Complaints Policy"}]},{"@type":"WebSite","@id":"https:\/\/staging.lockandkeyestateagents.co.uk\/#website","url":"https:\/\/staging.lockandkeyestateagents.co.uk\/","name":"Lock and Key Estate Agents - Blackburn and Lancashire","description":"Independent estate and letting agents in Blackburn and across Lancashire. Sales, lettings, management and auctions.","publisher":{"@id":"https:\/\/staging.lockandkeyestateagents.co.uk\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/staging.lockandkeyestateagents.co.uk\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/staging.lockandkeyestateagents.co.uk\/#organization","name":"Lock and Key Estate Agents","url":"https:\/\/staging.lockandkeyestateagents.co.uk\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/staging.lockandkeyestateagents.co.uk\/#\/schema\/logo\/image\/","url":"https:\/\/lockandkeyestateagents-co-uk.stackstaging.com\/wp-content\/uploads\/2022\/07\/New-Logo-text-free.jpg","contentUrl":"https:\/\/lockandkeyestateagents-co-uk.stackstaging.com\/wp-content\/uploads\/2022\/07\/New-Logo-text-free.jpg","width":394,"height":238,"caption":"Lock and Key Estate Agents"},"image":{"@id":"https:\/\/staging.lockandkeyestateagents.co.uk\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/lockandkeyestates","https:\/\/www.linkedin.com\/in\/lock-and-key-estate-agents-ltd-681bb0202\/","https:\/\/www.yelp.com\/biz\/lock-and-key-estate-agents-blackburn","https:\/\/www.instagram.com\/lockandkeyblackburn\/","https:\/\/www.zoopla.co.uk\/find-agents\/branch\/lock-and-key-estate-agent-blackburn-104575\/"]}]}},"_links":{"self":[{"href":"https:\/\/staging.lockandkeyestateagents.co.uk\/index.php?rest_route=\/wp\/v2\/pages\/9249","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/staging.lockandkeyestateagents.co.uk\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/staging.lockandkeyestateagents.co.uk\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/staging.lockandkeyestateagents.co.uk\/index.php?rest_route=\/wp\/v2\/users\/11"}],"replies":[{"embeddable":true,"href":"https:\/\/staging.lockandkeyestateagents.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=9249"}],"version-history":[{"count":1,"href":"https:\/\/staging.lockandkeyestateagents.co.uk\/index.php?rest_route=\/wp\/v2\/pages\/9249\/revisions"}],"predecessor-version":[{"id":9250,"href":"https:\/\/staging.lockandkeyestateagents.co.uk\/index.php?rest_route=\/wp\/v2\/pages\/9249\/revisions\/9250"}],"wp:attachment":[{"href":"https:\/\/staging.lockandkeyestateagents.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=9249"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}