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.
We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below.
We will send you correspondence acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by either of the Directors and where we feel necessary, we will seek independent legal advice.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a mutually agreed independent auditor/investigator
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:
Somers House
Linkfield Corner
Redhill RH1 1BB
[email protected]
01737 245 779
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