Last updated: 11 November 2025

At Lucie Hirst Private Clients, we are committed to delivering an exceptional standard of service to all our clients and professional contacts. We take pride in our discretion, attention to detail and integrity, and we take any concerns or complaints extremely seriously.

Hirst and Wilde Ltd (trading as Lucie Hirst Private Clients) is a member of The Property Ombudsman (TPO) and adheres to the TPO Code of Practice.

If you believe that something has not met the high standards you expect from us, please follow the procedure below. We will always aim to resolve matters quickly, fairly and with transparency.Information Collection and Use

Stage One – Initial Resolution

In the first instance, please raise your concern with your main point of contact at Lucie Hirst Private Clients, either by telephone or by email, so that any misunderstanding can be addressed informally and swiftly.

If you are not satisfied after this discussion, please submit a formal written complaint.

Your written complaint should include:

- A clear summary of the issue or concern

- Details of what you believe has gone wrong

- Any supporting documents or evidence

- The outcome you would like to achieve

Please send your complaint to:

Lucie Hirst
Email: lucie@luciehirst.com

Your complaint will be acknowledged in writing within three working days. A full internal investigation will then be undertaken, and a detailed written response will be provided within 15 working days of receipt.

If, for any reason, we cannot respond within this timeframe, we will inform you in writing and advise when you can expect a final reply.

All complaints are treated confidentially and with impartiality. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and will close the complaint.

Stage Two – Referral to The Property Ombudsman (TPO)

If you are not satisfied with our final response, or any aspect of how your complaint has been handled, you may refer the matter to The Property Ombudsman (TPO).

You must do so within 12 months of receiving our final written response. The TPO will not consider your complaint until our internal process has been completed.

The Property Ombudsman (TPO)
Website: www.tpos.co.uk
Telephone: 01722 333 306
Email: admin@tpos.co.uk

By referring your complaint, you agree that details of your case and relevant correspondence may be shared with the TPO as part of their independent investigation.

Your Legal Rights

This complaints procedure does not affect your statutory rights or your right to seek independent legal advice or action.