Complaints Handling Policy

We take pride in ensuring our customer satisfaction and it is one of the reasons we started the company. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please contact us with the details. We have six weeks to consider your complaint. If we have not resolved it within this time you may complain to The Property Ombudsman. What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it.
2. We will then investigate your complaint. This will normally involve passing your complaint to our office manager, or more senior staff member, or our legal representative if necessary, who will review your matter file, and who is not directly involved in the transaction.
3. We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, we will write to you to confirm what took place and whether any solutions have been agreed with you.
5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for our more senior staff member or one of our solicitors to review the decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can then contact the – The Property Ombudsman Complaint Enquiries: 01722 333306.