Complaints Procedure
Complaint Handling Procedure
Every effort is made to ensure that the needs and requirements of clients are fully understood and appreciated at the time of receiving instructions. As part of this process, written confirmation of instructions, setting out terms of engagement, are dispatched immediately, before undertaking the work instructed. Every effort is made to ensure that the instructions received are compiled with efficiently and effectively. However, should any client ever feel less than satisfied and wishes to make a complaint, this note sets out our binding commitment to the procedure which will be followed in dealing with that complaint.
- Where your complaint is made verbally the client will be asked to send a written summary of the complaint.
- Once the written summary has been received, you will be contacted in writing within a maximum of seven days to inform you of the understanding of the circumstances leading to the complaint. You will be invited to make any comments you have in relation to this.
- Within a maximum of twenty eight days of receipt of your written summary, you will be informed in writing of the outcome of the investigation and any actions to be taken.
- If your complaint has still not been resolved to your satisfaction, it is agreed that the matter may be referred to the Ombudsmen Services
Contact information
Ombudsman Services: Property
PO Box 1021
Warrington
WA4 9FE
TEL ;0845 0508181