Our Customer Complaints Procedure

Lime Auction House Ltd is a member of the Property Redress Scheme (PRS) under the membership number of PRS020368 and we aim to provide the highest standards of service to all our customers.

To ensure that your interests are safeguarded, we have a Complaints Process.

The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.

Please find below our guidance for making a complaint in relation to:

• Estate Agency

This would be if you are buying or selling a property with us.

• Residential Lettings & Property Management

This would be if you are a Landlord letting your property with us with either a Let only, a Rent Collect or a Fully Managed Service or a Tenant renting a property with us.

Residential Estate Agency/Auction House - making a complaint

Stage One – Director

All complaints in the first instance should be directed to the Sole Director.

Your complaint will be acknowledged within 3 working days. We will endeavour to respond to or resolve your complaint immediately, and no later than 5 working days of the first notification.

Your complaint should be sent to:

Mr Kash Patel
Customer Relations Manager
Lime Auction House Ltd
140 Farmilo Road
Walthamstow
London
E17 8JR

Or by email to This email address is being protected from spambots. You need JavaScript enabled to view it.

Stage Two – Property Redress Scheme (PRS)

If you still remain dissatisfied after you have received a response/final response from the Director, you may approach the PRS if you are not satisfied with the response given.

Details of how to do this are contained within the final response letter, the Conditions of Complaints Guide (3rd edition valid from 4th April 2022), or online at www.theprs.co.uk Please note, the PRS will not consider your complaint until our internal procedures are exhausted.

Residential Lettings & Property Management - making a complaint

Stage One – Director

All complaints in the first instance should be directed to the Sole Director.

Your complaint will be acknowledged within 3 working days. We will endeavour to respond to or resolve your complaint immediately, and no later than 5 working days of the first notification.

Your complaint should be sent to:
Mr Kash Patel
Customer Relations Manager
Lime Auction House Ltd
140 Farmilo Road
Walthamstow
London
E17 8JR

Or by email to This email address is being protected from spambots. You need JavaScript enabled to view it.

Stage Two – Property Redress Scheme (PRS)

If you still remain dissatisfied after you have received a response/final response from the Director, you may approach the PRS if you are not satisfied with the response given.

Details of how to do this are contained within the final response letter, the Conditions of Complaints Guide (3rd edition valid from 4th April 2022), or online at www.theprs.co.uk.

Please note, the PRS will not consider your complaint until our
internal procedures are exhausted.

THANK YOU