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Complaints Handling Procedure

Our Commitment to You

We are committed to delivering a professional and transparent service at all times. If you are dissatisfied with any aspect of our service, we take your concerns seriously and will handle your complaint fairly, promptly, and courteously.

This Complaints Handling Procedure explains how you can raise a complaint and the steps we will take to investigate and resolve it.

How to Make a Complaint (Summary)

If you wish to make a complaint, please contact us in writing:

Please include your contact details, a clear description of the issue, and any relevant supporting information. This will help us deal with your complaint efficiently.

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1. Submitting a Complaint

All complaints must be made in writing to ensure they are handled accurately and fairly. Once received, your complaint will be formally logged and reviewed in accordance with this procedure.

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2. Acknowledgement

We will acknowledge receipt of your complaint within 3 working days, confirming that it has been received and is being investigated.

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3. Investigation

Your complaint will be reviewed carefully and impartially. We may contact you if further information is required to assist our investigation.

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4. Response Timescale

We aim to issue a full written response within 10 working days of receiving your complaint.

If we are unable to provide a final response within this timeframe, we will write to you to explain the reason for the delay and advise when you can expect a response.

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5. Our Response

Our written response will clearly set out:

  • The outcome of our investigation

  • Our decision and reasoning

  • Any proposed actions or remedies, where appropriate

Our objective is always to resolve complaints amicably and fairly.

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6. Escalation to Independent Redress (PIMS)

If you are not satisfied with our final response, or if we fail to provide a response within 15 working days, you have the right to refer your complaint to our independent redress scheme:

Property Investors Mediation Service (PIMS)
Website: https://www.propertyinvestorsmediation.co.uk

PIMS is an independent mediation service that will consider your complaint impartially and in accordance with its procedures.

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7. Time Limits for Referral

Complaints must be referred to PIMS within 12 months of the date of our final written response.

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8. Record Keeping

We maintain a written record of all complaints received and the actions taken for a minimum of three years, in line with redress scheme and regulatory requirements.

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9. Continuous Improvement

We view complaints as an opportunity to improve our service. Where appropriate, we will review and update our internal procedures to help prevent similar issues arising in the future.

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Contact Details

For complaints or further information about this procedure, please contact:

Email: [lsmoxham@gmail.com]

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