We actively encourage Customers and Clients who may be unhappy with the service they have received to bring the matter to our attention. In the first instance, we would encourage you to contact the Branch Manager by phone to discuss your concerns. We will always endeavor to address a complaint at the first point of it being raised. If you are not satisfied with the outcome of a telephone conversation, you can raise the matter as a written complaint.
To ensure we have all the information we need, please provide us with as much detail as possible. This includes your full name, contact details, email address, details of the property your complaint relates to, and any other information you feel is relevant. This will help us review your concerns as quickly as possible.
You can send your complaint by letter or email to the contact details below:
The Branch ManagerWe recognize complaints and your concerns are individual. Therefore, when we write to you within three days to acknowledge your complaint, we will also provide you with a summary of the action we will take, and let you know when we will next respond or update. We will also provide you with the name of the person handling your complaint if you need to contact us further. We will write to you within fifteen days of receipt of your original written complaint to inform you of the outcome of our investigations and details of any proposed action made to resolve your complaint.
Your complaint will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgment letter. If, at this stage, you are still not satisfied, you should contact us again, and we will arrange for a separate review to take place by a senior member of staff.
For your peace of mind, we are members of The Property Ombudsman scheme. If the complaint has not been resolved to your satisfaction, you can escalate a complaint to the scheme.
Please Note: The Property Ombudsman requires our final response must be issued before a complaint can be referred to them. Following our final response, you have a maximum of 12 months to refer your complaint to The Property Ombudsman should this be necessary. However, if after eight weeks we have not provided a final response, or you feel we have not sought to address your complaints, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter.
