What to do if you have a complaint?

As members of regulatory bodies we have an effective complaints procedure in place.

Our aim is to offer excellent service, but we know sometimes things can go wrong. If you have any reason at all to complain, we will do our very best to put things right as soon as you get in touch. Where that’s not possible, we will make sure you have the contact details of the person dealing with your complaint.

No matter how you choose to tell us about your complaint, whether it is by phone, in branch, by email or in writing, we will give it our full attention and commitment to resolving it for you.

How we’ll handle your complaint.

We will do everything we can to resolve your complaint as soon as we receive it. Occasionally, for more complex issues, we need more time to investigate your concerns. If this is the case, we will send you an acknowledgement letter outlining the next steps within 3 days and when you can expect to hear from us. We will keep you updated on the progress throughout our investigation.

Once all the details of the complaint have been investigated, (we may call you for further details) we will issue a ‘final response’ to your complaint. The Property Ombudsman allows 15 working days for us to resolve complaints but we will aim to get your complaint resolved well before this deadline. If the complaint cannot be resolved, this will be referred to The Property Ombudsman within 8 weeks. The final decision will be made within 12 months.

If you are not satisfied with our final response.

Mackenzie Smith is a member of The Property Ombudsman, who offer an independent review

service. If you are not happy with the resolution we have proposed, you can ask The Property Ombudsman Service to look at your case.
In order to take your case to The Property Ombudsman you must have first brought it to our attention. You can contact The Property Ombudsman by writing to:

The Property Ombudsman
Milford House
43-45 Milford Street
T: 01722 333306
F: 01722 332296