NAISH ESTATE AGENTS & SOLICITORS LIMITED.
3 High Petergate York YO1 7EN. Fax.01904 640067.
Complaints Handling Procedure
1. In Writing
Any formal complaint to us about any aspect of our business must be made in writing to James Naish (who is the sole director) at our office, marked “Private & Confidential”. This is to ensure that we fully understand what your complaint is and have a written record of it.
Please ensure that your complaint is a comprehensive summary of your concerns, so that your complaint may be dealt with in a logical manner. If you make multiple complaints verbally, by letters, or by emails, we will initially ask you to summarise them into one document.
2. Stage One Complaints Handling
The first stage of our complaints handling procedure will involve full consideration of your complaint by James Naish on behalf of the firm. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of the investigation into your complaint, the matter will conclude.
Following receipt of a written complaint, we will endeavour to acknowledge it within 3 working days (but please allow for occasional holiday time that coincides with receipt).
Aside from acknowledgement, we will consider the complaint as quickly as possible and aim to respond within 21 days of receipt.
Depending on the nature of the complaint, it may be necessary for us to discuss it with our insurers who may wish to have an input. Subject to that, we will address any complaint as comprehensively as possible within that timescale.
4. Stage Two Complaints Handling
If we cannot agree on how to resolve the complaint to your satisfaction, then you will have the opportunity to take your complaint to the next stage of our complaints handling procedure, which would be for you to refer it to one of the following external redress schemes. The redress scheme would then take matters from there.
4.1 Legal Ombudsman
You can complain about any part of our business directly to the Legal Ombudsman, which has the responsibility for handling any complaints relating to solicitors regulated by the Solicitors Regulation Authority, as we are. Any complaint may be referred to the Legal Ombudsman but, for estate agency issues, we suggest that one of the redress schemes below might be better suited. Any complaints about the legal side of our business must go to the Legal Ombudsman.
Tel 0300 555 0333
2 The Embankment
Leeds LS1 4BP
The Solicitors Regulation Authority (our regulatory body) are also available to help you in relation to any concerns you may have about serious dishonesty, loss of client money, or discrimination.
4.2 The Property Ombudsman
If you are a consumer (i.e an individual rather than a business) you can refer any complaint about any estate agency related matter (sales or lettings) to The Property Ombudsman.
Tel 01722 335 458
43-45 Milford Street
Salisbury SP1 2BP
4.3 Royal Institution of Chartered Surveyors – Dispute Resolution Service.
If you are a business client, you can refer a complaint about any estate agency matter (sales or lettings) to the RICS Dispute Resolution Service.
Tel 0207 334 3806
55 Colmore Row
Dear Harriet, I am writing to Thank you all at Naish Estate Agents for handling the sale of my mothers house 23 Croft Court Bishopthorpe. Your team were diligent, helpful, professional and we were also very happy with the service which you provided. There were difficult circumstances regarding the sale but your team helped us reach the conclusion which we needed. We would highly recommend Naish to any potential clients and Thankyou for your serviceJ Allen
Thank you all so much for the support and commitment you gave to selling our house and completing the sale, we truly appreciate it. We are loving our new home and Copmanthorpe (We are already becoming well known in the village). We will keep in touch and let you know how we are getting on.H, D, G & C McGlinchey Baily
Dear Harriet, Mike and I just wanted to let you know how much we appreciate the brilliant job you and your team did in marketing and selling our house. We found using James, your in-house solicitor, so easy and convenient. We would recommend you and James without hesitation!Mrs H
We chose Naish to market our property because they offered a comprehensive service both selling and conveyancing.
Throughout the process they demonstrated a truly professional approach and the sale was completed with minimal fuss.
We would highly recommended Naish to anyone looking to sell their property in the York area.Mr & Mrs C
My property had been on the market for over three years. Multiple estate agents had been used. Very few viewings had been arranged. I started to wonder what was wrong with the house, as all agents said how nice it was. I then engaged with Naish Estate Agency, who immediately pointed out a number of simple changes to make. Within days I’d had more viewings than there had been in the previous three years. Within 5 weeks of using Naish, we had an offer, close to the asking price, which was accepted. What a big relief. I can’t recommend Naish enough, especially if a sale is ‘stuck’.Mr S
I know I’ve said this in person to Amanda, but I wanted to let you know how pleased I was with the excellent service you provided from the first call to arrange a valuation, all the way to completion. You all worked tirelessly and with great professionalism. Things did get a little stressful towards exchange and completion, not helped by last minute questions from solicitors, but we had a relatively straightforward moving in day and all went well.
Could you also please thank Amanda? She is an amazing asset to Naish. She is extremely organised, efficient and she provided great communication….on top of that, she kept our buyer appeased on many an occasion!
All in all, we wouldn’t hesitate to both recommended or use Naish in the future. I wish you all the very best, and thank you once again for all you did for us.
Kind regardsMr & Mrs H
I simply wanted to express my thanks to you and the team in bringing the sale to completion and the purchase to a satisfactory end.
All of you were truly professional, efficient, polite and patient!!!!!
Your co-ordination and attention to detail are to be admired.
The business model of all aspects under one roof is excellent.
Many thanks with good wishes for the future success and prosperity of the business.Mr A
Selling your home should be taken seriously. It can be tempting to go for the lowest agency fee, but will it be marketed properly and at the right price? I wanted an agent with local knowledge, a high-street presence and one that would conduct accompanied viewings. After meeting with Harriet it quickly became clear that she is very different to the usual agents focused purely on turnover. I was pleasantly surprised by her honesty, direct approach and efficient manner. This professionalism is mirrored by the rest of the team at Naish and is most refreshing in these days of poor customer service.
Given that the conveyancing can also be done in-house makes the whole process stress free and effortless. I would have no qualms in recommending Naish to others and will definitely use them again in the future.Mr M
We were always very happy with our dealings with Simone/Naish in the letting out of our property in York. We always had an extremely good service; professional, informative and friendly, in looking after my late father's house. Simone provided the family with exceptional service and often went above and beyond to help my father in managing the property. She was always easy to get hold of, dealt with any issues promptly and so it was always hassle-free! I cannot recommend her and the team enough and would have absolutely no hesitation in using them again!S Soussan
I chose to use Naish for their full management service for my property. They communicated with me regularly so I was always up to date with any issues and also arranged for any workmen to attend the property when required. Overall I am very satisfied with the service they provided for me, especially Simone who was always a delight to talk to. When it came to selling my property, Naish were the obvious choice to manage the sale as well. The team kept me updated during the whole processMr DLT
We recommend Naish Letting to anyone wishing to rent out their property. Simone is very experienced and has successfully managed our property for over 10 years, being helpful to both tenants and ourselves alike. Her tact and patience in sorting out any issues has been invaluable and we are grateful for the peace of mind she has given us over the letting process.L&M Smith
Dear Amanda, Harriet & Joe, Heartfelt thanks for all your efforts and sympathetic support in the sale of our property. You have turned what had been a stressful period for me into the happiest of outcomes! Every time I've met and spoken to the new owner, the more sure i am that she's the "right" person. Thank you all most sincerely. God bless you and the work you do so well.A Burgess