We aim to give every client an excellent service. If we have fallen short, we want to know, and we will do our best to put it right.
Stage 1: tell us
Write to [name or role] at [email address] or [postal address], explaining what went wrong and what you would like us to do. We will acknowledge your complaint within [number] working days and send you a full written response within [number] working days.
Stage 2: senior review
If you are not satisfied with our response, ask for it to be reviewed by [a director or senior manager] within [number] days. They will review the complaint and reply in writing within [number] working days.
Stage 3: independent redress scheme
If we have not resolved the complaint after the final response, or [number] weeks have passed, you can take it to [name of redress scheme], of which we are a member (membership number [number]). It is free to use and independent of us. Contact details: [scheme website and phone number].
What helps us
- Your name, contact details and the property or transaction concerned.
- A clear description of the problem and the dates it happened.
- Copies of any relevant emails or documents.