Making a complaint
If you are unhappy with something we have done, please tell us. For a stay at one of our hometels or apartments, the quickest way is usually to speak to the team at the property. Otherwise, email info@lamingtongroup.com with "Complaint" in the subject line, call +44 208 748 2645 or write to us at The Agate Properties Limited (trading as Lamington Group), 109 Hammersmith Grove, Hammersmith, London, W6 0NQ.
Please include your name and contact details, what happened and when, and what you would like us to do. We will acknowledge your complaint within 5 working days and aim to give you a full response within 20 working days. If we need longer, we will tell you why and when to expect an answer.
Speaking up about wrongdoing
If you have a concern about wrongdoing connected with our business, such as fraud, bribery, a danger to health and safety, modern slavery, harm to the environment, or a cover-up of any of these, we want to know. This applies to our employees, contractors, suppliers, guests, investors and anyone else.
- Email info@lamingtongroup.com with "Confidential: speak up" in the subject line, or write to us marked "Private and confidential".
- Your concern will be handled by a senior person who is not involved in the matter, and we will keep your identity confidential unless the law requires otherwise.
- You can raise a concern anonymously, although that can make it harder for us to investigate and to update you.
- We will not tolerate anyone being treated unfairly for raising a genuine concern. Workers are also protected by the Public Interest Disclosure Act 1998.
Independent, confidential advice on whistleblowing is available from the charity Protect.