Complaints Procedure

We are committed to providing a quality service, we acknowledge that on occasions things can go wrong. If we do not meet your expectations and you are dissatisfied in some way, then we wish to know. Most complaints stem from a lack of communication, in that either we misunderstand your instructions or customers misunderstand the service we provide.

In the first instance, we would encourage you to discuss any problems verbally and informally with your principal contact within the company. If this office is the source of your complaint, the staff here should be able to help quickly and answer any questions you may have. If this does not resolve your concerns, then the Company’s formal procedure can be invoked.

We have adopted a formal two-stage procedure to ensure that any complaint is dealt with fairly and that anyone with a grievance is aware of the procedure to follow, thus avoiding any additional frustration. In certain circumstances, it is possible to bypass the first stage and complain directly to a company Director, although we may decide to refer the matter to the person dealing with the first stage where we consider that to be appropriate. Details of the appropriate persons nominated to deal with each stage of your complaint are shown overleaf.

Stage 1 – Branch Manager

If the verbal and informal approach does not satisfactorily deal with your concerns, we ask that you put your complaint in writing to the Area Manager responsible for the office that deals with the matter about which you wish to complain. If your complaint is about that person, please write to that person’s line Manager.

We advise you to keep copies of all correspondence sent to us and notes of any conversations or telephone calls.

So that we can help resolve your concern as quickly and efficiently as possible, we ask you to provide the following information in the letter of complaint:

  • Your name, address, and a daytime telephone number on which you can be contacted.
  • The name and office location of the individual within the company with whom you have been dealing.
  • A clear description of your complaint, giving concise details of what you believe has gone wrong.
  • Details of what you would wish to be put right.

Your letter will be acknowledged within 3 working days of receipt. We will then carry out an internal investigation into your complaint. The outcome of the investigation will be sent to you in writing within 15 working days of receipt of the original complaint, outlining what actions we have taken or will take. It is hoped that this response will resolve the matter to your complete satisfaction.

Stage 2 – Company Director

If you are not satisfied by the responses from the Area Manager, you can request the matter is looked upon by a Company Director. A separate review of your complaint will be undertaken and you will receive a response within 15 working days.

Following the conclusion of the investigation, a written statement of the Companies final view will be sent to you. If you remain dissatisfied with any aspect of our handling of your complaint, then it may be appropriate for the matter to be referred to an independent third party within 12 months of receiving the Companies final view.

You should contact:

The Property Ombudsman
Milford House,
43 – 55 Milford Street,
Tel No: 01722 333306
Fax No: 01722 332296
This is a free service.