Complaints Procedure

At Clarke Hillyer Ltd., we are committed to providing the highest level of service to our clients and customers. If you are dissatisfied with any aspect of the service we provide, we encourage you to follow the procedure outlined below:

1. How to Submit a Complaint

To submit a complaint, please notify us in writing, which may include email. While initial details can be provided via telephone, we request that the complaint itself be formally submitted in writing. This ensures that we have a clear understanding of the issue to investigate it thoroughly.

Email: [email protected]
Phone: 020 8502 8911

2. Acknowledgement and Investigation

Upon receipt of your complaint, we will send a written acknowledgement within 3 working days to confirm that we have received your complaint and are investigating the matter. We will conduct a thorough review of the complaint, taking all necessary steps to ensure a fair and accurate investigation.

3. Formal Response

We aim to provide a formal written outcome of our investigation within 15 working days of receiving your complaint. However, if we are unable to meet this timescale, we will inform you of any delays and provide an estimated timeframe for resolution. Delays may occur if further inspections or access to certain areas are required, but we will keep you informed throughout the process.

4. Department Manager’s Review

Your complaint will be reviewed by the relevant Department Manager or their nominated deputy. They will keep you updated on the progress of the investigation and work to resolve the issue promptly and satisfactorily.

5. Managing Director’s Review

If you remain dissatisfied with the resolution of your complaint, or if the matter involves a financial settlement, your complaint may be escalated to the Managing Director, Nigel Wilson, for further review. The Managing Director will be responsible for overseeing and resolving any complaints or claims that remain unresolved by the Department Manager.

Once a financial settlement is agreed upon, it will be remitted promptly.

6. Independent Review

If after 8 weeks from the date of your initial complaint you are still dissatisfied with the outcome, and the matter involves survey and valuation issues or property management services, you have the right to refer the complaint to an independent body for review.

The Property Ombudsman provides an impartial dispute resolution service. You can refer your complaint to them as follows:

The Property Ombudsman
Milford House, 43-45 Milford Street,
Salisbury, Wiltshire, SP1 2BP
Tel: 01722 335458
Email: [email protected]
Website: www.tpos.co.uk
Membership Number: D01160

Please Note: You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint on the matter.

7. Contact Information

For any further assistance or if you wish to escalate a complaint, please contact the appropriate department or person listed below:

• Managing Director: Nigel Wilson

• Director, Survey & Professional: Christian Dadd

• Director, Commercial and Residential Agency: James Langrish-Smith

• Residential Management: Gina Bishop

• Commercial Management: Nigel Wilson

• Block Management: Nicholas Parojcic

Address:
Unit 2 Buckingham Court, Rectory Lane,
Loughton, Essex, IG10 2QZ

Phone: 020 8502 8911
Email: [email protected]