Complaints Procedure

Complaints Handling Policy

Our complaints policy

We are committed to providing a high-quality service to all our clients. 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 contact us with the details.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to one of our directors, Mr Marius Ruff, who will review your matter file and speak to the member of staff who acted for you.

3. Mr Marius Ruff will then invite you to a meeting to discuss and hopefully resolve your complaint. They will do this within 28 days of sending you the acknowledgement letter.

4. Within three days of the meeting, Mr Marius Ruff will write to you to confirm what took place and any solutions they have agreed with you.

5. If you do not want a meeting or it is not possible, Mr Marius Ruff will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 28 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another director to review your case.

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

8. If you are still not satisfied, you can then contact the Property Ombudsman (www.tpos.co.uk/index.htm) who is an independent body who will review your case.

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.