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. All complaints should be submitted to Suzy Bateman, who is the designated director for handling all complaints. Suzy can be contacted at Clubleys, 62-64 Market Place, Market Weighton, YO43 3AL or at firstname.lastname@example.org
Suzy will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaint within eight weeks you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
⦁ Suzy will send you a letter acknowledging receipt of your complaint within 3 working days of her receiving it, enclosing a copy of this procedure.
⦁ Suzy will then investigate your complaint, review your case and speak to the member of staff who dealt with you. A formal written outcome of her investigation will be sent to you within 15 working days of sending the acknowledgement letter.
⦁ 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 Jonathan Wood. Jonathan can also be contacted at the Market Weighton Office
⦁ Jonathan will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
⦁ If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge at:
43-55 Milford Street
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.