IN-HOUSE COMPLAINTS PROCEDURE

Keylocks Ltd, Rothsay House, 124 High Street, Newmarket, Suffolk CB8 8JP

This document sets out the procedure which will be followed in dealing with any client complaint.

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

John Johnstone at the address above will deal with any complaints. If you have a question or if you would like to make a complaint, please do not hesitate to contact him.

  1. If you have initially made your complaint verbally – whether face to face or on the telephone – please also make it in writing to him at the address above.
  2. Once your written complaint has been received, John Johnstone will contact you in to acknowledge your complaint within  3 working days of receiving it, enclosing a copy of this procedure. At this stage an understanding of your case will be given. You will also be invited to make any further comments that you may have in relation to this.
  3. We will then investigate your complaint. This will normally be dealt with by John Johnstone MRICS who will review your complaint.
  4. Within 15 days of receipt of your written summary, a formal written outcome of our investigation will be sent to you.
  5. At this stage if you are dissatisfied with any aspect of the handling of your complaint or it’s investigation, you should contact us again and we will arrange for a separate review to take place by John Johnstone
  6. If you remain dissatisfied with the handling of your complaints, you can then contact the Property Ombudsman to request an independent review.

The Property Ombudsman

Milford House, 43-45 Milford Street, Salisbury, Wiltshire SP1 2BP

01722 333 306

www.tpos.co.uk

Make a Complaint – The Property Ombudsman (tpos.co.uk)

Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

 

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

 

 

John Johnstone MRICS

Keylocks Ltd

August 2024