Customer Complaints Procedure
We aim to provide a professional high-quality service to always meet the needs of all our clients and customers. However, we do need you to tell us if we are not getting it right. This helps us improve our services.
If you are not happy with our service at Harvey & Ryall LTD, please raise the matter in writing and include everything in as much detail as possible. When we have received your complaint, we will send you a letter of acknowledgement within 3 working days.
We aim to investigate your complaint which will be dealt with by our operations director. The operations director will review your case and speak to the member of staff who dealt with you. You will receive a reply within 15 working days after sending the acknowledgement letter. Further to this if you are still not happy with the outcome contact us again and we will review your complaint which will be looked at by the managing director. You will again receive a reply within 15 working days.
If you still remain dissatisfied with our final decision at Harvey & Ryall LTD then this matter can be referred to The Property Ombudsman LTD who you can contact for an independent review:
The Property Ombudsman
Complaints number: 01722 333 306
Address: Milford House, Milford Street, Salisbury, Wiltshire, SP1 2BP
Please note you must submit your complaint to The Property Ombudsman within a 12 month timescale from our final viewpoint letter.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
Finally, please also let us know if you are happy with Harvey & Ryall LTD services.
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