In-house complaints procedure
We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.
If you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.
Stage 1—Your Complaint
Please put your complaint in writing either by letter or email and address it to Mark Hewitt. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.
Contact number: 01327 828225
Stage 2—Our Acknowledgement – Within 3 working days of receiving your complaint
Your complaint will be acknowledged and we will start our in house complaints process
Stage 3—Our Investigation – Within 15 working days of receiving your complaint
Your complaint will be investigated and Mark Hewitt will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate
Stage 4—Final Viewpoint – Within 15 working days of receiving your request for a further review
If you remain dissatisfied, you should contact us again and we will conduct a separate review to take place by Mark Hewitt This will outline our final viewpoint on the matter.
Stage 5—Property Redress Scheme – You must refer your complaint to the PRS within 12 months of receiving our final viewpoint letter
If our final viewpoint letter does not resolve matters (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress Scheme without charge.