McCARTHY HOLDEN COMPLAINTS PROCEDURE
Introduction
We are committed to providing a professional service to all our clients and customers. However, if something goes wrong, we want you to tell us so that we can investigate the matter and, where appropriate, put things right.
We are committed to dealing with complaints promptly, fairly and transparently. Our complaints procedure is set out below.
Step 1
If you wish to make a formal complaint, please contact the Branch Manager by email or in writing, setting out clearly the reasons for your complaint together with any relevant supporting information or evidence.
Any verbal complaint received will also be recorded.
We will acknowledge a written complaint within 3 working days of receipt and provide you with a copy of this complaints procedure.
Step 2
Your complaint will be investigated by the Branch Manager or another senior member of staff/designated complaint handler who has not been directly involved in the matter complained of.
As part of the investigation, we may review relevant correspondence, file notes, telephone recordings and other records, and speak to members of staff where appropriate.
Once the investigation has been completed, we will provide you with a formal written response within 15 working days of receiving your original complaint.
In exceptional circumstances, where additional time is required to complete our investigation, we will keep you informed and explain the reason for the delay.
Step 3
If you remain dissatisfied with our response, you may request a further review by one of our Directors:
Nicky Bremner
nbremner@mccarthyholden.co.uk or
Samantha Holden
sholden@mccarthyholden.co.uk
A separate and detached review will be undertaken by a Director or other senior person who has not been directly involved in the matter complained of.
Following the review, we will provide you with a formal written response within 15 working days, setting out our final viewpoint on the complaint and confirming that our internal complaints procedure has been concluded.
Our internal complaints procedure will be concluded within 8 weeks of receiving your written complaint.
Step 4
If you remain dissatisfied after receiving our final viewpoint, you may refer your complaint to The Property Ombudsman for an independent review.
The Property Ombudsman Ltd
Unit 159756, PO Box 7169, Poole, BH15 9EL.
Telephone: 01722 333306
Website: www.tpos.co.uk
Email: admin@tpos.co.uk
You must normally refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, together with any evidence you wish the Ombudsman to consider.
The Property Ombudsman will normally require you to have completed our in-house complaints procedure before it will consider your complaint. If we have not provided a final response within the applicable timescale, you may also be entitled to refer the matter directly to The Property Ombudsman.
Please also note that complaints should normally be raised with us within 12 months of the event complained about, or within 12 months of when you became aware of the matter giving rise to the complaint.