Our Commitments

We believe trust is earned through action. Here’s what you can expect from us at every stage of your journey:

Focused Service – Limit the number of properties we handle at any one time to ensure focus, attention, and excellence.

Let’s Understand You – Take the time to understand your unique circumstances, goals, and vision for your property sale or purchase.

Punctuality Matters – Be punctual, prepared, and professional—whether meeting in person or over the phone.

Respecting Your Home – Treat your home with the same care and respect as we would our own.

Your Success First – Champion your success with persistence and purpose.

Relentless Marketing – Proactively market your property from day one, with no “list and wait” approach.

Privacy Respected – Keep your personal information confidential, sharing only what’s required to deliver the best service and results.

Same-Day Replies – Respond to all enquiries the same day, or let you know when more time is needed.

Straightforward Advice – Offer honest, tailored advice—even if it’s not what you hoped to hear or doesn’t serve our immediate interest.

Clarity from the Start – Set and manage expectations with clarity and transparency.

One Point of Contact – Be your single, accountable point of contact throughout the process.

Value Maximised – Maximise the value of your home through expert positioning, pricing, and negotiation.

Informed Decisions – Present every offer received and advise on the strongest, most proceedable buyers.

Great outcomes rely on shared intent. Your engagement and readiness make a measurable difference:

Presentation Matters – Be committed to presenting your property at its very best—this is a team effort.

Open Communication – Be open about any personal or practical details relevant to your move so we can advise effectively.

Prompt Participation – Allocate time to complete required documents and compliance steps promptly.

Keep Us Updated – Keep us informed of any change in circumstances that might impact your plans.

Prepare Your Property – Plan and carry out any urgent remedial work needed to support the sale.

As much as we prepare and plan ahead, not everything always goes to plan. We’re really sorry that you have had to visit this page to find out more about our complaints procedure, but before you go any further why not let our management team know about the problems you are experiencing so we can look into the issue and do our utmost to help you with a satisfactory solution.

Send a message directly to the management team.

Complaints Procedure

1. Please raise your complaint with the local Property Expert responsible for your property sale.

2. If your local Property Expert cannot resolve the issue for you then please put your complaint in writing addressed to the Management Team (email: complaints@lsproperties.uk)

3. We will acknowledge receipt of your complaint in writing within 3 working days. We will also start a full investigation.

4. In line with the Property Redress Scheme guidelines a full written outcome will be sent to you within 15 working days.

5. If you are not satisfied with the full written outcome response from the Management Team you can write to the Managing Director, Guy Le Saige de La Villèsbrunne. In line with Property Redress guidelines the Managing Director will respond to you with a statement of the final view of the matter within 15 working days.

6. If you are still not satisfied with the outcome, you can raise your complaint with Property Redress (https://www.propertyredress.co.uk/) Property Redress will request that you have exhausted the internal complaints procedure before contacting them.

Property Redress
7th Floor
Corn Exchange
55 Mark Lane
London
EC3R 7NE
England
Tel: 01722 333 306

Please note the following:

You will need to submit your complaint to Property Redress within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Redress requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress without charge.

7. When you have raised a complaint with Property Redress, they will write to us as agents requesting our Property File and our version of the events. A case officer will then undertake a formal review of your complaint largely based on the documents from both sides.

One of our main priorities is the privacy of our visitors. This Privacy Policy document contains types of information that is collected and recorded by us and how we use it.

If you have additional questions or require more information about our Privacy Policy, do not hesitate to contact us.

This Privacy Policy applies only to our online activities and is valid for visitors to our website with regards to the information that they shared and/or collect on it. This policy is not applicable to any information collected offline or via channels other than this website.

Consent

By using our website, you hereby consent to our Privacy Policy and agree to its terms.

Information we collect

The personal information that you are asked to provide, and the reasons why you are asked to provide it, will be made clear to you at the point we ask you to provide your personal information.

If you contact us directly, we may receive additional information about you such as your name, email address, phone number, the contents of the message and/or attachments you may send us, and any other information you may choose to provide.

When you register for an Account or contact us, we may ask for your contact information, including items such as name, company name, address, email address, and telephone number.

How we use your information

We use the information we collect in various ways, including to:

• Provide, operate, and maintain our website
• Improve, personalize, and expand our website
• Understand and analyze how you use our website
• Develop new products, services, features, and functionality
• Communicate with you, either directly or through one of our partners, including for customer service, to provide you with updates and other information relating to the webste, and for marketing and promotional purposes
• Send you emails
• Find and prevent fraud

Log files

We follow a standard procedure of using log files. These files log visitors when they visit websites. All hosting companies do this and a part of hosting services’ analytics. The information collected by log files include internet protocol (IP) addresses, browser type, Internet Service Provider (ISP), date and time stamp, referring/exit pages, and possibly the number of clicks. These are not linked to any information that is personally identifiable. The purpose of the information is for analyzing trends, administering the site, tracking users’ movement on the website, and gathering demographic information.

Cookies and Web Beacons

Like any other website, we use ‘cookies’. These cookies are used to store information including visitors’ preferences, and the pages on the website that the visitor accessed or visited. The information is used to optimize the users’ experience by customizing our web page content based on visitors’ browser type and/or other information.

For more general information on cookies, please read “What Are Cookies” from Cookie Consent.

Advertising Partners Privacy Policy

You may consult this list to find the Privacy Policy for each of our advertising partners.

Third-party ad servers or ad networks uses technologies like cookies, JavaScript, or Web Beacons that are used in their respective advertisements and links that appear on our site, which are sent directly to users’ browser. They automatically receive your IP address when this occurs. These technologies are used to measure the effectiveness of their advertising campaigns and/or to personalize the advertising content that you see on websites that you visit.

Note that we have no access to or control over these cookies that are used by third-party advertisers.

Third Party Privacy Policies

Our Privacy Policy does not apply to other advertisers or websites. Thus, we are advising you to consult the respective Privacy Policies of these third-party ad servers for more detailed information. It may include their practices and instructions about how to opt-out of certain options.

You can choose to disable cookies through your individual browser options. To know more detailed information about cookie management with specific web browsers, it can be found at the browsers’ respective websites.

CCPA Privacy Rights (Do Not Sell My Personal Information)

Under the CCPA, among other rights, California consumers have the right to:

Request that a business that collects a consumer’s personal data disclose the categories and specific pieces of personal data that a business has collected about consumers.

Request that a business delete any personal data about the consumer that a business has collected.

Request that a business that sells a consumer’s personal data, not sell the consumer’s personal data.

If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us.

GDPR Data Protection Rights

We would like to make sure you are fully aware of all of your data protection rights. Every user is entitled to the following:

The right to access – You have the right to request copies of your personal data. We may charge you a small fee for this service.

The right to rectification – You have the right to request that we correct any information you believe is inaccurate. You also have the right to request that we complete the information you believe is incomplete.

The right to erasure – You have the right to request that we erase your personal data, under certain conditions.

The right to restrict processing – You have the right to request that we restrict the processing of your personal data, under certain conditions.

The right to object to processing – You have the right to object to our processing of your personal data, under certain conditions.

The right to data portability – You have the right to request that we transfer the data that we have collected to another organization, or directly to you, under certain conditions.If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us.

Children’s Information

Another part of our priority is adding protection for children while using the internet. We encourage parents and guardians to observe, participate in, and/or monitor and guide their online activity.

We do not knowingly collect any Personal Identifiable Information from children under the age of 13. If you think that your child provided this kind of information on our website, we strongly encourage you to contact us immediately and we will do our best efforts to promptly remove such information from our records.

Disclaimer

Whilst we use all reasonable efforts to ensure that the information published on this website is accurate, current, and complete at the date of publication, no representations or warranties are made (express or implied) as to the accuracy, currency or completeness of such information. We cannot accept any responsibility (to the extent permitted by law) for any loss arising directly or indirectly from the use of, or any action taken in reliance on, any information appearing on this website or any other website to which it may be linked.

We make no warranty that the website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy and reliability of the website.

These terms and conditions only cover the website you are currently browsing. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites, which are not under our control.

Copyright

We own the copyright, trademarks and other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use of reproduction of the material or content is strictly prohibited.

You may not create any link to, or frame, this website without prior written consent, nor may you restrict or inhibit the use or enjoyment of it by anyone else.

E-mail

There is no guarantee that any e-mail you send will be received by us, or that the confidentiality of that e-mail will be maintained during internet transmission.

Applicable Law

Any disputes arising from the use of this website shall at all times be governed by the laws of England and Wales and the parties shall submit to the exclusive jurisdiction of the English Courts.

International Transfers of Personal Information

As the Internet can be accessed worldwide, if you are visiting the site from outside the UK, your visit will necessarily result in the transfer of information across international borders. By visiting this site and communicating electronically with us you are consenting to these transfers.

Security

Remember to close down all browser windows when you finish using the website. In fact, if you share a computer with someone else or use a public system (e.g. library, in your office, internet café) then we advise you to shut down the computer. This will help ensure any personal information stored temporarily in the computer’s memory is lost.