Introduction
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.
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.
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.
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?
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.
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.
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.
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.
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
Please note, complaints must be submitted to The Property Ombudsman within twelve months of our final response, along with any supporting evidence.
Before approaching The Property Ombudsman, all complaints must first be addressed through this in-house complaints procedure.
