Customer Complaints Handling Procedure
As a firm accredited by the Safe Agent Scheme, Manor Property Letting Agents Ltd 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.
We will where appropriate, make reasonable adjustment for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes outlined below. If you feel we have not sought to address your complaints within 8 weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final view point on the matter.
- If you believe you have a grievance, please write in the first instances to Mr M Woods, Manor Property Letting Agents Ltd, 4 Albert Road, Colne, Lancashire, BB8 0AA
What Will Happen Next?
- We will send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. A formal written outcome of our investigation will be sent to you within 15 working days of the receipt of the original complaint.
- 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.
Should you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP
Please Note:
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 require that all complaints are address through this in-house complaints procedure, before being submitted for an independent review.
