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Feedback

How are we doing?

Your feedback is important to us and helps us to improve in all areas of the business.

Whether you would like to send us a compliment because you are pleased with the service you have received, or discuss an aspect of our service that you feel can be improved, please email [email protected] or fill in the form below.

Complaints Procedure

We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.

If you are unhappy with any aspect of the service you have received, please contact us directly as soon as possible so that we can try and rectify any issues immediately for you.

Please direct your complaint in the first instance to [email protected], or fill in the form below, and a member of the management team will be in contact to discuss the issue directly.

If after submitting your feedback via the above form you are still unhappy, please follow our formal complaints procedure detailed below.

  • Stage 1 – Your complaint

    Please put your complaint in writing either by letter or email and address it to the Managing Director. Please include as much detail as possible, including dates, names of any members of staff you dealt with and, where you are able to, enclosing/attaching any supporting evidence.

    Address
    Knight Knox, Quay West at MediaCityUK, Trafford Wharf Road, Manchester UK M17 1HH

    Email: [email protected]

  • Stage 2 – Our acknowledgement

    Your complaint will be acknowledged and we will start our in house complaints process.

    Timescale
    Within 3 working days of receiving your complaint.

  • Stage 3 – Our investigation

    Your complaint will be investigated and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.

    Timescale
    Within 15 working days of receiving your complaint.

  • Stage 4 – Final viewpoint

    If you remain dissatisfied, you should contact us again and we will conduct a separate review to take place. This will outline our final viewpoint on the matter.

    Timescale
    Within 15 working days of receiving your request for a further review.

  • Stage 5 – The Property Ombudsman

    If our final viewpoint letter does not resolve matters (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

    The Property Ombudsman
    Milford House,
    43-55 Milford Street,
    Salisbury SP1 2BP

    01722 333306
    www.tpos.co.uk
    [email protected]

    Timescale
    You must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter.

  • If we have not addressed your complaint within eight weeks, you can refer your complaint to the Ombudsman. No charge will be made for any complaint we handle.