Complaints procedure

Commercial Landlords Accreditation Scheme (CLAS)
Landlords Complaints Procedure

We are signed up to the new Commercial Lease Accreditation Scheme and, as part of this, have put in place the following complaints procedure.

If you want to complain under the rules of the Commercial Landlords Accreditation Scheme (CLAS) please contact in writing:

Tim Ashby
Group General Counsel and Company Secretary
Land Securities Group PLC
100 Victoria Street
London SW1E 5JL

All complaints made under the CLAS will be:

  • acknowledged within 5 working days of receipt
  • responded to within 20 working days of initial receipt.

In exceptional circumstances we may require additional time to investigate the complaint. If this is necessary, we will advise you within the initial 20 day period. We will endeavour to respond to your complaint within 30 working days of its initial receipt.

If you are unhappy with the result, you should pursue your complaint with the Scheme Operator whose contact details are

CLAS Scheme Operator
7th Floor
1 Warwick Row


For more information about CLAS and the complaints procedure, refer to the following document:

[CLAS leaflet0.05Mb13 July 2012]

Corporate Governance
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