Complaints Procedure

Parry & Grace are committed to providing a quality service; however, we recognise that sometimes things don’t go precisely to plan and can go wrong. If we do not meet your expectations and you are dissatisfied in any way, we want to hear about it. Most complaints arise from a lack of communication, whether we misunderstand your instructions or customers misunderstand the service we offer.

Initially, we advise you to discuss any issues informally and verbally with the team member you have been dealing with. If this does not resolve your concerns, you may then proceed with the Company’s formal procedure.

We have a formal two-stage process to ensure that any complaint is handled fairly and that anyone with a grievance knows the procedure to follow, thereby preventing unnecessary frustration. In certain cases, it is possible to bypass the first stage and complain directly to the Managing Director, although we may decide to refer the matter to the person managing the first stage where we consider it appropriate.

Stage 1 – Branch Manager

If the verbal and informal approach does not satisfactorily deal with your concerns, we ask that you put your complaint in writing to morgan@parryandgrace.co.uk of post:

Morgan Parry

Parry & Grace

Unit 1, Picks Barn

Luffenham Road

Lyndon

Oakham

LE15 8TY

If your complaint is about that person, you are able to bypass the first stage and complain directly to the Managing Director.

We advise you to keep copies of all correspondence sent to us and notes of any conversations or telephone calls.

To help resolve your concern as quickly as possible, please include the following information in your letter of complaint.

– Your name, address, and a daytime telephone number on which you can be contacted.

– The name and office location of the individual within the company with whom you have been dealing.

– A clear description of your complaint, giving concise details of what you believe has gone wrong.

– Details of what you wish to be put right.

We will acknowledge receipt of your letter within 3 working days. We will then carry out an internal investigation into your complaint. The outcome of the investigation will be sent to you in writing within 15 working days of receiving the original complaint, outlining the actions we have taken or will take. It is hoped this response resolves the matter to your complete satisfaction.

Stage 2 – Managing Director

If you are not satisfied with the responses from the Branch Manager, you can request that the matter be reviewed by the Managing Director. A separate review of your complaint will be conducted, and you will receive a response within 15 working days.

We ask that you put your complaint in writing to michael@parryandgrace.co.uk or post

Michael Parry

Parry & Grace

Unit 1, Picks Barn

Lyndon

Oakham

LE15 8TY

Following the conclusion of the investigation, a written statement of the Company’s final view will be sent to you. If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

You should contact:

The Property Ombudsman
Milford House,
43 – 55 Milford Street,
Salisbury,
Wiltshire
SP1 2BP
Tel No: 01722 333306
Fax No: 01722 332296
www.tpos.co.uk
This is a free service.
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 be addressed through this in-house complaints procedure before being submitted for an independent review.