Our Complaints Handling Procedure is detailed below:
Stage 1
We will try to deal with your complaint informally in the first instance. So, we would ask that you contact the member of staff who you have been dealing with so they can try to settle your complaint.
Step 2
If you have spoken to the relevant staff member about your complaint, but they have been unable to put things right or you are not satisfied with the result, then the next step is for you to make a formal complaint in writing. We would ask that you address your complaint to: Customer Care, The Marshall Group, 372 Smithdown Road L15 5AN.
We will write to you within three working days to let you know we have received your complaint. We will provide you a reference number along with the name of the senior manager assigned to investigating your complaint. The senior manager will review your complaint and take any necessary action. You will then receive a written reply within 15 working days. If your complaint needs further investigation, we will write to you and let you know when you will receive a written reply.
Step 3
If you have been through steps one and two and are still not happy with the results, you will then need to contact the Customer Care team. Please include your complaint reference number and ask for the complaint to be escalated to stage 3.
The Managing Director will review your complaint and issue you with a final written response. The decision made at this stage is the end of our internal complaints procedure.
The Property Ombudsman
If you are still not satisfied with the steps taken by us, you may have your complaint investigated by The Property Ombudsman Ltd, 4 Bridge Street, Salisbury, Wiltshire, SP1 2LX (Telephone: (01722) 333306 or e-mail: admin@tpo.co.uk ).
It is a condition of our NFOPP membership that we offer access to the Property Ombudsman scheme if a dispute is not resolved within 8 weeks from your activation of Step 2 our complaints procedure.
