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Complaints Procedure

In-House Complaints Procedure

Our Commitment

Churchill & Mathesons is committed to providing a professional service to all clients and customers.

If you are dissatisfied with any aspect of our service, we want to hear from you. Complaints help us identify concerns, resolve problems and improve the services we provide.

We will consider whether reasonable adjustments are appropriate for anyone who may experience difficulty using this procedure because of disability, age, health, bereavement, language, personal circumstances or another vulnerability.

How to Make a Complaint

Please submit your complaint in writing and provide as much relevant information as possible, including:

  1. Your name and contact details.
  2. The property address concerned.
  3. A clear description of your complaint.
  4. The names of any members of staff involved.
  5. Relevant dates and supporting documents.
  6. The outcome or resolution you are seeking.

Complaints should preferably be sent to:

Email: complaints@churchillmathesons.com

Alternatively, complaints may be sent by post to:

Churchill & Mathesons Estate Agents
207 to 209 Old Oak Road
Acton
London
W3 7HH

Please mark postal correspondence Formal Complaint.

A complaint received through another Churchill & Mathesons email address or communication channel will still be recorded and referred to the appropriate complaint handler.

What Happens Next?

1. Acknowledgement

We will acknowledge your complaint in writing within 3 working days of receipt.

Our acknowledgement will confirm:

  1. The date on which your complaint was received.
  2. The person responsible for investigating it.
  3. The date by which you should expect our formal written outcome.
  4. Any further information reasonably required from you.

A copy of this procedure will be provided with the acknowledgement.

Stage 2: Investigation

Your complaint will be investigated by the Director responsible for the relevant office or department, or by another designated senior complaint handler.

Where reasonably possible, the person conducting the investigation will not have been directly involved in the matters forming the subject of the complaint.

The investigation may include:

  1. Reviewing the relevant file, correspondence, records and supporting documents.
  2. Speaking to the members of staff involved.
  3. Reviewing any applicable agreements, instructions, policies or procedures.
  4. Requesting further information where reasonably required.

We will send you a formal written outcome within 15 working days of receiving the complaint.

Our response will address the material issues raised, explain the outcome of our investigation and identify any proposed resolution or corrective action where appropriate.

In exceptional cases, where the investigation cannot reasonably be completed within 15 working days, we will explain the reason for the delay and keep you informed of when our response is expected.

Stage 3: Internal review

If you remain dissatisfied after receiving our Stage 2 response, you should request an internal review in writing.

The request should explain which parts of our response you disagree with and why.

The request should be addressed to the Managing Director using the complaints email or postal address shown above.

A separate review will be carried out by the Managing Director or, where appropriate, another suitably senior or independent reviewer who was not involved in the original investigation.

We will provide our written final viewpoint within 15 working days of receiving your request for an internal review.

Our final viewpoint will confirm the outcome of the review, any final resolution being offered and your right to refer the matter to The Property Ombudsman.

Stage 4: Independent review

If you remain dissatisfied after receiving our final viewpoint, you may refer your complaint to The Property Ombudsman without charge.

You may also be able to approach The Property Ombudsman if more than 8 weeks have passed since you first made your complaint and you have not received our final viewpoint.

The Property Ombudsman can be contacted at:

The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL

Telephone: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk

You must normally refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint.

You should provide copies of your original complaint, our responses and any relevant supporting evidence.

Important information

  1. There is no charge for using our internal complaints procedure.
  2. Payment of any outstanding commission, management fee or other amount will not be made a condition of investigating your complaint or referring it to The Property Ombudsman.
  3. We will keep an appropriate written record of the complaint, our investigation and the outcome.
  4. We will process personal information relating to the complaint in accordance with applicable data protection legislation.
  5. Nothing in this procedure affects any legal rights available to either party.