Complaints Policy

At Lanak Property Solutions, we are committed to providing every guest with a high quality, comfortable, and seamless experience. We understand, however, that things do not always go to plan, and we take any concerns raised by our guests seriously.

If something has not met your expectations, we want to hear about it. This page explains how to raise a complaint and what you can expect from us in return.

Our Commitment to You

We treat every complaint as an opportunity to put things right and improve our service. You can expect:

  • To be treated with respect and courtesy at all times

  • A prompt acknowledgement of your complaint

  • A fair, thorough, and impartial investigation

  • A clear response explaining what we found and what we will do about it

  • Where appropriate, a resolution or remedy

How to Raise a Complaint

If you are unhappy with any aspect of your stay or our service, please contact us as soon as possible so we can address your concern promptly.

Email:admin@lanak-ps.com

Phone: +44 7539 093626

When contacting us, please include the following information to help us deal with your complaint as efficiently as possible:

  • Your full name

  • Your booking reference or property address

  • The dates of your stay

  • A clear description of your complaint

  • Any supporting information or photographs if relevant

Our Complaints Process

Step 1 — Acknowledgement We will acknowledge your complaint within 48 hours of receiving it. Our acknowledgement will confirm we have received your complaint and provide you with a reference for your records.

Step 2 — Investigation We will investigate your complaint thoroughly and fairly. This may involve reviewing your booking details, speaking with our team, or arranging an inspection of the property where necessary.

Step 3 — Response We will provide you with a full written response outlining our findings and any action we intend to take. We aim to resolve all complaints within 14 days of acknowledgement. If your complaint is more complex and requires additional time, we will keep you informed of our progress throughout.

Step 4 — Resolution Where we find that something has gone wrong, we will take appropriate steps to put it right. This may include a repair or replacement, a partial refund, a goodwill gesture, or another remedy depending on the nature of the complaint.

If You Are Not Satisfied

If you have followed our complaints process and remain unhappy with our response, please let us know in writing within 14 days of receiving our final response. We will conduct a further review of your complaint and provide a final written decision. We are committed to resolving all complaints fairly and transparently. If after our final review you remain dissatisfied, you may wish to seek independent advice from:

Confidentiality

All complaints are handled confidentially and in accordance with our Privacy Policy and UK GDPR obligations. Your personal data will only be used for the purpose of investigating and resolving your complaint.

Continuous Improvement

We review all complaints regularly to identify patterns and areas where we can improve. Your feedback, whether positive or negative, directly shapes how we develop our service and properties. Continuous Improvement

We review all complaints regularly to identify patterns and areas where we can improve. Your feedback, whether positive or negative, directly shapes how we develop our service and properties.

Contact Us

If you have any questions about our complaints process before submitting a complaint, please don't hesitate to get in touch.

Email:admin@lanak-ps.com

Phone: +44 7539 093626

Lanak Property Solutions Ltd — London