COMPLAINTS HANDLING PROCEDURE

We are committed to providing a professional and high-quality service to all our clients. If you are dissatisfied with any aspect of our service, we want to hear from you so that we can investigate your concerns, resolve any issues promptly, and continually improve the service we provide.

We will handle all complaints fairly, openly and without charge. Our aim is to resolve complaints as quickly as possible and, in any event, within eight weeks.

We also recognise that some individuals may require additional support when making a complaint. Where appropriate, we will make reasonable adjustments to assist clients who may be disadvantaged due to age, disability, health, language barriers, bereavement, financial circumstances, or other relevant factors.

Stage 1 gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage 2.

Stage 2 gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider.

Stage 1: Submitting Your Complaint

If you wish to make a complaint, please do so in writing by email or letter.

Please include as much information as possible, including:

  • A description of your complaint

  • Relevant dates and events

  • The names of any members of staff involved

  • Copies of any supporting documents or evidence

Please send your complaint to:

Laura Kavanagh, Director
Email: laurakavanagh@kavanaghslda.co.uk

Stage 2: Acknowledgement

We will acknowledge receipt of your complaint and begin our internal complaints procedure.

Timescale: Within 3 working days of receiving your complaint.

Stage 3: Investigation and Final Response

Your complaint will be investigated by an appropriate member of the team. Following our review, we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate and outlining our final response. Please be aware because of the size the organization we are unable to provide more than one formal investigation.

As a small business, we are able to undertake one formal internal investigation of a complaint.

Timescale: We aim to provide our final written response within 15 working days of receiving your complaint.

Stage 4: Referral to The Property Ombudsman

If you remain dissatisfied after receiving our final response, you may refer your complaint to The Property Ombudsman.

The Property Ombudsman
Address: Unit 159756PO Box 7169, Poole, BH15 9EL

Telephone: 01722 333306 Website: www.tpos.co.uk

Complaints must be referred to The Property Ombudsman within 12 months of the date of our final response letter.

If we have not resolved your complaint within eight weeks, you may also refer the matter directly to The Property Ombudsman.