Making a complaint

Find out how to make a complaint and how we will deal with your complaint.

If you feel you need to make a complaint, the first thing we'll do is try to sort out any concerns you may have and find a solution. But if something has gone wrong and we haven’t been able to put it right, you can make a formal complaint to us.

We're committed to learning from every complaint we receive and improving things so we don’t repeat mistakes. By doing this, our aim is to deliver great customer experience as often as possible.

Find out everything you need to know about making a complaint in our guide or watch our video below:

Guide to making a complaint (English)

Read the guide to making a complaint in your language:


دليل الشكاوى


অভিযোগ নির্দেশনা


ફરિયાદ માર્ગદર્શિકા


Guida ai reclami


Przewodnik dotyczący składania skarg


Guia de Reclamações

Punjabi (India)

ਸ਼ਿਕਾਇਤ ਗਾਈਡ


Ghid de reclamații


Guía para presentar reclamaciones



شکایات گائیڈ


How will you deal with my complaint?

Our Customer Commitments set out how we'll deal with your complaint.

We will:

  • Acknowledge your complaint within 2 working days from when the complaint is received;
  • Provide a formal response within 10 working days from when the complaint is received;
  • Accept where we get things wrong, put it right and learn from our mistakes.

You can also read our Complaints, Compliments and Comments Policy and our Compensation Policy for more information about how we deal with complaints. 

I'm an L&G customer. What is the complaints process?

If you are an L&G customer your complaint will be handled in line with L&G processes. Please visit this page for more information. 

I'm not happy with the outcome. What can I do?

If you've made a complaint to us and are not happy with the outcome, you can contact the Housing Ombudsman Service after you receive our final response. The Housing Ombudsman Service is free and impartial, providing dispute resolution for landlords and customers.

You can contact the Housing Ombudsman Service in any of the following ways:

  • Through their website
  • By email:
  • By phone: 0300 111 3000 (9:15am - 5:15pm, Monday to Friday)
  • By post: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

The Housing Ombudsman has put in place a Complaint Handling Code, which provides a framework to support the effective handling and prevention of complaints. The purpose of the Code is to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to make service improvements. Compliance with the Code forms part of the membership obligations set out in the Housing Ombudsman Scheme.

Landlords are encouraged to promote the Code and to share the outcome of their self-assessment with residents. See our self-assessment here.

Make a complaint

You can make a complaint in any of the following ways:

  • By completing the form below
  • By calling our Customer Service Centre on 01202 319 119
  • By emailing us
  • By writing to us at: Stonewater, Suite C, Lancaster House, Grange Business Park, Enderby Road, Whetstone, Leicester, LE8 6EP
  • By sending us a direct message on social media

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