â€At‬†Mace‬†Estates,‬†we‬†are‬†committed‬†to‬†delivering‬†a‬†professional‬†and‬†high-quality‬†service‬†to‬ all‬†clients‬†and‬†customers.‬†If‬†something‬†goes‬†wrong,‬†we‬†encourage‬†you‬†to‬†inform‬†us‬†so‬†we‬ can address the issue and continuously improve our standards.‬
â€Where‬†appropriate,‬†we‬†will‬†make‬†reasonable‬†adjustments‬†for‬†individuals‬†who‬†may‬†be‬ disadvantaged‬†due‬†to‬†factors‬†such‬†as‬†age,‬†infirmity,‬†disability,‬†lack‬†of‬†knowledge,‬†linguistic‬†or‬ numeracy challenges, economic circumstances, or bereavement.‬
â€If‬†you‬†wish‬†to‬†make‬†a‬†complaint,‬†please‬†submit‬†it‬†in‬†writing‬†with‬†as‬†much‬†detail‬†as‬†possible to hello@maceestates.com‬ or Mace Estates, 1A Battle Hill, Hexham, NE46 1BA.
â€We‬†will‬†respond‬†within‬†the‬†timeframes‬†outlined‬†below.‬†If‬†we‬†do‬†not‬†address‬†your‬†complaint‬†within‬†eight‬†weeks,‬†you‬†may‬†be‬†able‬†to‬†escalate‬†the‬†matter‬†to‬†The‬†Property‬†Ombudsman,‬†even without our final response.‬
‬What Happens Next?‬
â€1.‬†Acknowledgment of Complaint‬
Within‬†three‬†working‬†days‬†of‬†receiving‬†your‬†complaint,‬†we‬†will‬†send‬†you‬†a‬ written acknowledgment and a copy of this procedure.‬
â€2.‬†Investigation & Response‬
The‬†office‬†manager‬†will‬†review‬†your‬†file‬†and‬†speak‬†with‬†the‬†relevant‬†staff‬ member.‬
A‬†formal‬†written‬†response‬†detailing‬†our‬†investigation‬†findings‬†will‬†be‬†provided‬ within fifteen working days from the receipt of your complaint.‬
â€3.‬†Further Review (If Required)‬
If‬†you‬†remain‬†dissatisfied,‬†you‬†may‬†request‬†a‬†further‬†review‬†by‬†a‬†senior‬ member of staff.‬
We‬†will‬†provide‬†our‬†final‬†viewpoint‬†within‬†fifteen‬†working‬†days‬†of‬†receiving‬†your request.‬
â€4.‬†Escalation to The Property Ombudsman‬
If‬†you‬†are‬†still‬†unsatisfied‬†with‬†our‬†final‬†response‬†or‬†if‬†more‬†than‬†eight‬†weeks‬ have‬†passed‬†since‬†the‬†initial‬†complaint‬†was‬†made,‬†you‬†may‬†request‬†an‬†independent review from The Property Ombudsman at no cost.‬
â€Contact Details for The Property Ombudsman:‬
Address:‬†Milford House, 43-55 Milford Street, Salisbury,‬†Wiltshire, SP1 2BP‬
Phone:‬†01722 333 306‬
Email:‬†admin@tpos.co.uk‬
Website:‬†www.tpos.co.uk‬
â€Please‬†note,‬†complaints‬†must‬†be‬†submitted‬†to‬†The‬†Property‬†Ombudsman‬†within‬†twelve‬†months‬†of‬†our‬†final‬†response,‬†along‬†with‬†any‬†supporting‬†evidence.‬â€
Before‬†approaching‬†The‬ Property‬†Ombudsman,‬†all‬†complaints‬†must‬†first‬†be‬†addressed‬†through‬†this‬†in-house‬†complaints procedure.‬â€
