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IF YOU BELIEVE YOU HAVE A GRIEVANCE, PLEASE WRITE IN THE FIRST INSTANCE TO THE RELEVANT BRANCH DIRECTING IT TO EITHER THE ASSISTANT MANAGER IF IT IS A SALES MATTER OR THE LETTINGS MANAGER IF IT IS A LETTINGS MATTER AS DETAILED ON OUR CONTACT US PAGE.

THE GRIEVANCE WILL BE ACKNOWLEDGED WITHIN 3 WORKING DAYS AND THEN INVESTIGATED THOROUGHLY IN ACCORDANCE WITH OUR COMPLAINT HANDLING PROCEDURES. A FORMAL WRITTEN OUTCOME OF THE COMPLAINT WILL BE SENT TO YOU WITHIN 15 WORKING DAYS OF RECEIPT OF OUR INITIAL ACKNOWLEDGEMENT LETTER AND YOU WILL BE INVITED TO MAKE ANY COMMENTS THAT YOU MAY HAVE IN RELATION TO THIS RESPONSE. IF FOR ANY REASON, WE REQUIRE LONGER THAN THIS TIME SCALE TO FULLY INVESTIGATE THE MATTER, WE WILL ADVISE YOU IN WRITING AND CONFIRM OUR REVISED RESPONSE DATE.

IF YOU REMAIN DISSATISFIED WITH THE RESULT OF OUR INTERNAL INVESTIGATION THEN PLEASE WRITE TO THE DIRECTOR OR BRANCH MANAGER OF THAT BRANCH IF IT IS A SALES MATTER OR IF IS A LETTINGS MATTER THEN PLEASE WRITE TO STEPHANIE HILDITCH, HEAD OF PROPERTY MANAGEMENT AND COMPLIANCE, 10 MOORSIDE ROAD, HEATON MOOR, SK4 4DT, IN ALL CASES WE WILL REVIEW THE COMPLAINT FURTHER.

FOLLOWING THE CONCLUSION OF OUR IN-HOUSE REVIEW WE WILL WRITE TO YOU WITH A FINAL WRITTEN STATEMENT USUALLY WITHIN 15 WORKING DAYS OF RECEIVING YOUR ESCALATED COMPLAINT. PLEASE NOTE THAT A COMPLAINT WILL NOT BE INVESTIGATED IF IT HAS NOT FIRST BEEN REFERRED TO THE ASSISTANT MANAGER OR LETTINGS MANAGER OF THE INDIVIDUAL BRANCH AND STAGE 3 COMPLAINTS MUST BE SUBMITTED IN WRITING IN ORDER FOR THE MATTER TO BE FURTHER INVESTIGATED.

IF YOU REMAIN DISSATISFIED WITH THE CONCLUSION OF THE IN-HOUSE REVIEW OF THE COMPLAINT, YOU CAN REFER THE MATTER TO THE PROPERTY OMBUDSMAN. PLEASE WRITE TO THE PROPERTY OMBUDSMAN USING THE ADDRESS BELOW:
THE PROPERTY OMBUDSMAN, MILFORD HOUSE, 43-45 MILFORD STREET, SALISBURY, WILTSHIRE, SP1 2BP. PLEASE NOTE YOU WILL NEED TO SUBMIT YOUR COMPLAINT TO THE PROPERTY OMBUDSMAN WITHIN 12 MONTHS OF RECEIVING OUR FINAL WRITTEN RESPONSE, INCLUDING ANY EVIDENCE TO SUPPORT YOUR CASE. THE PROPERTY OMBUDSMAN REQUIRES THAT ALL COMPLAINTS ARE ADDRESSED THROUGH OUR IN-HOUSE COMPLAINTS PROCEDURE, BEFORE BEING SUBMITTED FOR AN INDEPENDENT REVIEW BY THEM.