Complaints

OUR COMPLAINTS PROCEDURES

Making a complaint

If you should wish to make a complaint about our firm you may do so by contacting us either in writing to the following person and address:-

Sally Simpson t/a Simpson Estates, 204 Whitchurch Road Cardiff CF14 3NB

Or by email to:

sally@simpsonestates.co.uk

Or by telephone or fax to:

Sally Simpson Tel: 029 2066 8725 or Fax : 07006 042856

Any complaint that is made is important to us. We have an internal complaints procedure for dealing with your complaint in a manner to ensure that it is handled fairly, effectively and promptly, and resolved at the earliest possible opportunity. Where you are dissatisfied with our response or where you are unhappy about the time taken to resolve your matter (please refer below) our procedures ensure that you are able to refer the complaint to the Property Ombudsman.

The following is a summary of our internal complaints procedures showing what will happen when you make a complaint. We have more detailed procedures in place within our offices to ensure that our staff acts properly when handling your complaint.

On receipt of your complaint.

If on receipt of your complaint we are able to resolve the matter by close of business on the business day following its receipt we will not undertake these full procedures. We will simply resolve the matter and advise you.

If we are able to resolve the matter and provide a final response to you within 3 business days of receipt of your complaint, we will write to you acknowledging receipt of your complaint and providing our written final response. Please refer to the heading Final Response below for further details

In any other circumstance (for example where we expect it to take us more than 3 business days to resolve the matter) we will write to you within 3 business days acknowledging your complaint giving the name of the individual handling the complaint together with this document details of the firm’s internal complaint handling procedures.

PLEASE NOTE: For your assistance we would confirm that when a complaint is received on any day other than a business day (a weekend or a bank holiday), or after close of business on a business day, we will treat the complaint as received on the next business day.

Within Fifteen working days of receiving your complaint

We would expect to be able to resolve your complaint sooner, but within fifteen working days of receiving your complaint if not sooner, we will send you:

• our response ( please see below);

• at which point you are given an opportunity to respond yourselves

Within Eight (8) Weeks of receiving your complaint

We will by the end of eight weeks after receipt of your complaint, send you:

• our final response ( please see below);

It will also inform you that you may refer the complaint to the Property Ombudsman if you are dissatisfied. It will also enclose a copy of the Property Ombudsman explanatory leaflet.

Making sure that your complaint is managed properly.

Our firm is member of the Property Ombudsman Scheme. We ensure that the person dealing with your complaint has the required skill and authority to respond to the complaint. We review the outcome of our complaints to see if there are any improvements or learning opportunities for us.

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