Complaints Procedure

We take complaints very seriously indeed and try to ensure that all our clients are pleased with our services we provide. When clients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.Our aim is to react to complaints in the way in which we would all want a complaint about our services to be handled. We respond to all our clients concerns in a professional manner.

1. The person responsible for dealing with any complaint about our services, which we provide, is: Mr Jarrod Green.

2. If a client complains on the telephone we will listen to his or her complaint and offer to refer him or her to Mr Jarrod Green immediately.

If Mr Jarrod Green is not available at that specific time, you will be told when you will be able to talk to him and arrangements will be made for this to happen. A member of our staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period arrangements will be made for someone else to deal with it.

3. If the complaint is received in writing the letter will be passed on immediately to: Mr Jarrod Green.

4. We will acknowledge the complaint in writing and enclose a copy of this code of practice as soon as possible but normally within five working days. A complaint will normally be dealt with fully within 20 working days of the date of its receipt. If there are valid reasons for the consideration taking longer, you will be kept fully informed in writing, via telephone or email as you prefer and receive a response at the very latest within 40 working days.

5. At your request, we will liaise with counselling organisations on your behalf.

6. We will confirm the final decision in writing immediately after completing our investigation.

7. Proper and comprehensive records are kept of any complaint received.

8. If you are not satisfied with the result of our final outcome, you may refer the complaint to The Property Ombudsman scheme (TPOs): Tel. 01722 333306, E-mail: admin@tpos.co.uk.

9. We will co-operate fully with the independent adjudicator during the consideration of a complaint and comply with any decision.