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01904 653564

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.

3. Timescales

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
Sovereign Street
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
Milford House
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
B3 2AA