Complaints Procedure

In-House Complaints Procedure

Here at Fine & Country High Peak, we are committed to providing a professional service to all our clients and customers. When something goes wrong, please tell us about it. It will help us to improve our standards.

If you have a complaint, write to us and include as much detail as possible. We will then respond in line with the timeframes set out below. Please forward your complaint to:

Fine and Country High Peak

17 Market Street

Chapel-en-le-Frith

SK23 0HP

highpeak@fineandcountry.com

What will happen next?

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

• We will then investigate your complaint. We will review your file and speak to any members of our team who were involved. You will receive a formal written outcome of our investigation within 15 working days of us sending our acknowledgement letter.

• If at this stage, you are still not satisfied, you should contact us again. We will then arrange for another review to take place by a senior member of staff. Should you wish to escalate already to this stage, then please write to:

Geoffrey Mander

Director

17 Market Street

Chapel-en-le-Frith

SK23 0HP

geoff.m@fineandcountry.com

• 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

Milford House

43-55 Milford Street

Salisbury

SP1 2BP

01722 333 306

admin@tpos.co.uk

www.tpos.co.uk

Please be aware that you have up to 12 months from the date of this email/letter to refer your complaint to the Ombudsman in writing, although it is preferable that you do so as soon as possible if you wish to pursue this matter further.

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 complaint’s procedure, before being submitted for an independent review.