complaint process
We are HMRC Money Laundering Registered and fully Compliant, and members of the PRS (Property Redress Scheme) Member Number PRS040625 and specialise in finding BMV properties in the North West. This will assure you of the best standards at all times.
If you have a complaint, please put it in writing, including as much detail as possible. Add any emails, pictures or details relating to the case. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
- Our Team 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 start to investigate your complaint. This will normally be dealt with by the office manager or CEO of the Business, 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 are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
Milford House, 43-55 Milford Street Salisbury, Wiltshire SP1 2BP