Complaints Procedure.
At Andrew Granger & Co, we aim to provide a professional, helpful and consistent service to every client and customer. However, we recognise that occasionally things may not go as expected.
If you’re unhappy with the service you’ve received, we want to know. Raising your concerns gives us the opportunity to understand what has happened, address the issue and improve our service.
Where possible, we encourage you to speak directly with the member of our team or department you have been dealing with in the first instance. They will do their best to resolve your concerns and may involve a manager or senior member of the team where appropriate.
If your concern cannot be resolved informally, you can ask us to investigate your complaint through our formal complaints procedure.
Stage One: Explain why you're unhappy.
Please submit your complaint in writing, explaining the nature of your concerns and providing any relevant information or supporting evidence.
To help us investigate fully, please include:
Your name and contact details
Details of the property or service your complaint relates to
A clear description of what has gone wrong
The steps you have already taken to resolve the issue, if applicable
What you feel would be a suitable resolution
Please send your written complaint to:
Mike Cleary, Complaints Handler, Andrew Granger & Co,
1 Bridge Street, Evesham, Worcestershire, WR11 4SQ
We will acknowledge your complaint within three working days of receiving it.
Your complaint will then be investigated and we aim to provide a full written response within 15 working days. This response will set out our findings and, where appropriate, any action we intend to take.
Some complaints may require additional time to investigate, particularly where they involve complex circumstances or information from third parties. If this is the case, we will keep you informed.
Stage Two: Escalate your complaint.
If you remain dissatisfied following our formal response, you may be able to refer your complaint to an independent redress provider.
For consumer clients, complaints can be referred to The Property Ombudsman (TPO), subject to its eligibility requirements and timescales. Complaints should normally be referred after the relevant period has passed from the date of your original complaint and within the required period following our final response.
FOR CONSUMER CLIENTS:
The Property Ombudsman,
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Tel: 01722 333 306
Email: admin@tpos.co.uk
FOR BUSINESS-TO-BUSINESS CLIENTS:
RICS Dispute Resolution Service,
55 Colmore Row, Birmingham, B3 2AA
Tel: 0207 334 3806
Email: drs@rics.org
Please note that independent redress providers have their own eligibility criteria and timescales, so you should check their requirements before submitting a complaint.
We’re here to help.
We take all complaints seriously and see feedback as an opportunity to improve the service we provide. If you have a concern, please give us the opportunity to put things right before escalating your complaint externally.
