Our complaints procedure
Although we strive to make sure we provide the very best service to you at all times, we realise that we are not perfect, so when we do make mistakes, or you are not happy, we need to make sure we can deal with the situation as best as possible.
In the first instance, we ask that you contact the following person:
Mr Mohammed Shiraz
We aim to acknowledge all written complaints within 3 working days; we will then conduct an investigation and respond to you in writing as soon as possible but will take no longer than 21 days.
If for any reason we are unable to respond fully within 21 days we will contact you in writing with an explanation and revised timescale.
When making a complaint please provide as much information as possible, this will enable us to resolve the issue as quickly as possible.
Still not happy?
In the event that you are not happy with the response you have received from our branch managers, or it is not appropriate to put your complaint directly to them, please forward your complaint to firstname.lastname@example.org.
Please mark any correspondence as private and include any complaint you have previously forwarded.
After our final response
If after receiving our response to your complaint you feel the issue has not been resolved you are advised to contact The Property Ombudsman (details below) who will independently assess your complaint. The Ombudsman will only deal with referrals within 6 months of our final response.
The Property Ombudsman
Beckett House, 4 Bridge Street, Salisbury, Wiltshire SP1 2LX
Tel: 01722 333306 fax: 01722 332296