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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. We have eight weeks to consider your complaint. If we have not resolved it within this time you may refer your complaint to The Property Redress scheme.
Please address your written complaint to the Branch Manager.
Click here to find the branch address
We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by the Branch 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 us again and we will arrange for a separate review to take place by a senior member of staff. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact Property Redress scheme to request an independent review:
Property Redress Scheme
01722 333 306
You will need to submit your complaint to Property Redress scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
Property Redress scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
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