GRANTHAM'S ESTATES

IN-HOUSE COMPLAINTS PROCEDURE

I am committed to providing a professional service to all clients and customers. When something goes wrong, please tell me about it. This will help me to improve standards.

If you have a complaint, please put it in writing, including as much detail as possible.  I will then respond in line with the timeframes set out below (if you feel I have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Redress Scheme to consider without my final viewpoint on the matter).

What will happen next?

• A letter will be sent to you acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
• Your complaint will then be investigated. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our 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 me again and we will arrange for a separate review to take place.
• A letter will then be sent to you within 15 working days of receiving your request for a review, confirming the final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Redress Scheme to request an independent review:

Property Redress Scheme

info@theprs.co.uk

Please note the following:

You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving my final viewpoint letter, including any evidence to support your case.

The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.