Complaints Handling Procedure
We work hard to provide the best service we can to our clients and customers, but understand that things can sometimes go wrong. If you are unhappy with our services, then please let us know. We want to understand what has gone wrong and if we can, find a solution as quickly and effectively as possible.
In the first place you should bring the matter to the attention of the manager of the branch or department you are dealing with. In the vast majority of cases they will be able to quickly resolve the problem. They will respond as quickly as possible but at the most within 15 working days.
If the response you receive from the Branch or Head of Department is not satisfactory you should say so and the matter will be escalated to the relevant Director overseeing the Branch or Department. They will make a separate review of the issues. They will need enough time to investigate thoroughly, they will reply as quickly as possible at the most within 15 working days.
Having followed these steps and you remain unhappy, you should put your complaint in writing to:
David Smith FNAEA MARLA. Martyn Gerrard House, 197 Ballards Lane, Finchley, London N3 1LP
Email: ho@martyngerrard.co.uk
It would be helpful to explain the complaint concisely, if necessary listing your concerns. It would also be helpful to outline the resolution you are seeking. We will acknowledge receipt within 3 working days and investigate the matter and make a separate and detached review of the complaint. You will receive a full response (or an explanation if the response will take longer) within 15 working days.
If we have not responded within 8 weeks or the response fails to satisfactorily resolve your complaint you can refer the complaint to: -
The Property Ombudsman (TPO)
Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
Tel: 01722 333306.
The Ombudsman provides an impartial review of the complaint and the service is free of charge. You must take your complaint to them within 12 months of our final response. The Ombudsman will only consider complaints that have gone through our internal procedures.
If neither we or the TPOs have provided a satisfactory outcome to your complaint you can take your complaint to: Propertymark (www.propertymark.co.uk - Email: compliance@propertymark.co.uk)
You need to submit your complaint to Propertymark within six months of the Ombudsman’s final review. You should include a copy of the Ombudsman’s review, a copy of your signed acceptance/rejection letter and any other supporting documentation which you feel will assist the assessment of your complaint.
February 2023
