INTERNAL COMPLAINTS HANDLING PROCEDURE
If you have a complaint, then this note sets out the procedure which we will follow in dealing with that complaint.
A person/s has been appointed in our office to deal with complaints, and you should not hesitate in the first instance to contact the relevant person as shown below:
. Estelle Gale – Administrator – Admin@hamiltonestates.com – 02083851221
. Victor Hamilton – Managing Director – Victor.email@example.com – 02083851221
Should your complaint be against the relevant person above, please contact one of the other named partners below;
Jean King – Director – 0208 3851221
David Gerstein – Company Secretary – 0208 3851221
2. Where your complaint is initially made verbally, whether face-to-face or over the phone, please also make it in writing, addressed to the person named above. This is to ensure that we fully understand what your complaint is and have a written record of it.
3. Once we have received your written summary of the complaint, we will contact you to acknowledge receipt within five days. We will consider your complaint as quickly as possible and will provide you with a full response or, if that is not possible, an update on what is happening, within 28 days.
4. The first stage of our complaints handling procedure will involve full consideration of the matter. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of our investigation, the matter will conclude. However, if we cannot agree on how to resolve the complaint then you will have the opportunity to take it to the final stage of our procedure, which is to refer it to the independent redress mechanism below.
As a private individual, to the The Property Ombudsman;
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Tel: 01722 333 306 Fax: 01722 332 296 Website: www.tpos.co.uk