We would hope that all of your dealings with Collinson Hall are successful and trouble-free. However, should there be a problem and you wish to make a complaint we have a procedure that will hopefully make it clear how to go about making the complaint and who to contact.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally be dealt with by the Head of Department who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
- If at this stage, you are still not satisfied, you should contact us again within 90 days and we will arrange for a separate review to take place by a senior member of staff.
- We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
43-45 Milford Street
Phone: 01722 333 306
Please note the following:
- You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
- The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
- A copy of the Property Ombudsman Code of Practice is available here for sales and here for lettings.
- Should the complaint relate to a Block Management issue, Collinson Hall are members of ARMA and adhere to their codes of practice.
For matters relating to Property Sales, Property Lettings or Property Management we are members of Propertymark and adhere to their code of practice
If you feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark. Go to the Propertymark website to download a complaint form. Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.