Complaints Procedure

Complaints Protocol

We aim to provide an excellent service although there maybe instances where things go wrong and if so we aim to act promptly to resolve any issues.

Nominated Complaints Handler - Nick Harvey BSc MCIOB AssocRICS

Any complaint should be put in writing (by post) to the above named at Nick Harvey Consulting Ltd, 19 Bodiam Way, Lowestoft, Suffolk, NR33 8DN. This is to ensure that we fully understand what your complaint is and a written record of it is held.

The procedure for complaint handling is dealt with in two formal stages

Stage 1

Your complaint will be acknowledged by telephone and a written acknowledgement will be sent out within 7 working days. Consideration will be given to your complaint and a full response will then be provided, in writing within 28 days of receipt, of the initial complaint. Should a full response not be forthcoming, within 28 days period, a holding letter will be issued covering the reasoning behind the delay (should there be sufficient reasoning behind not issuing a full response within the designated 28 day period). Should this arise, within the holding letter a key stage chart will be included, which will cover the adjusted durations to reflect the expected full response receipt date.

All endeavours will be taken to resolve your complaint in a timely and fair manner. Should the outcome of the investigation of your complaint, be satisfactory, the matter will be concluded and confirmed in writing.

In the event you consider the outcome of your complaint is unacceptable and an agreement cannot be reached, you can progress your complaint to the Stage 2 ( Final Stage) of our complaints handling procedure.

Stage 2

When an agreement cannot be reached, we will write to you explaining our stance but confirming your investigation into your complaint has been exhausted and should you wish to pursue your complaint further, contact:

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

Telephone: 01722 333 306