In-House Complaints Procedure
We are committed to providing a professional service to all our clients and customers. 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 put it in writing, including as much detail as possible to the following:-
The Branch Manager
Marlowe Innovation Centre
We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Redress Scheme to consider without our final viewpoint on the matter).
What will happen next?
- We will send you a letter/email acknowledging receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally be dealt with by the Manager of the relevant office 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 acknowledgement letter.
- We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter. If you remain dissatisfied, you can then contact The Property Redress Scheme to request an independent review:-
Please note the following:- You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.