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 your complaint in writing either by letter to 10 Defender Court, Sunderland, SR5 3PE or email to email@example.com and address it to Chantelle Chalmers, Office Manager. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclose/attaching any supporting evidence.
Your complaint will be acknowledged and we will start our in house complaints process and you will be responded to within 3 working days.
Your complaint will be investigated and Chantelle will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate. You will receive this within 15 working days from acknowledgement.
If you remain dissatisfied, you should contact us again and we will conduct a separate review to take place by John Campbell. This will outline our final viewpoint on the matter, and such a review must be given to consumer within 15 working days.
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 Ombudsman without charge. Any referral to the Ombudsman must be made within 12 months of your final review.