We are committed to providing an excellent service but sometimes we make mistakes, and if we do, or we fail to meet your expectations in some other way, we want the opportunity to put things right as quickly as we can and take steps to prevent a recurrence.
If you have a complaint, please put it in writing, including as much detail as possible.
By e-mail: You can e-mail firstname.lastname@example.org with details of your complaint.
By post: Complaints Department, 5-9, Nested, Hatton Wall, London EC1N 8HX
In order for us to help you the best way we can, we ask that you provide:
We treat all complaints fairly and will aim to resolve your complaint as soon as possible. We will keep you updated on the progress of your complaint throughout the process and provide contact information for the staff member dealing with your complaint.
Within 3 working days of receiving your complaint we will write to you to acknowledge receipt of your complaint, enclosing a copy of this procedure.
We will investigate your complaint and will write to you within 18 working days of receiving your complaint with the formal outcome of our investigation and what we’ve done to resolve it.
If, at this stage, you are still not satisfied, you should contact us again to request an internal review. We will escalate your complaint and arrange for a review to take place by a member of our management team.
Within 15 working days of receiving your request for a review, we will write to you confirming our final position on the complaint and what we’ve done to resolve it.
We sincerely hope that we will be able to resolve any complaints internally. However, if we have been unable to resolve your complaint, or have not sent you a final response within 8 weeks, then you are entitled to pursue the matter further with either the Financial Ombudsman or The Property Ombudsman (depending on the nature of the complaint). If you do so, we will respond via the appropriate channels. Please note that if you wish to refer a complaint to the Financial Ombudsman you must do so within six months of the date of our final review letter, and if you wish to refer a complaint to the Property Ombudsman you must do so within twelve months of the date of our final review letter.
Details for the Financial Ombudsman can be found here:
Details for the Property Ombudsman can be found here:
Updated: February 2019
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