Complaints Procedure

As a firm accredited by safeagent, at BELVOIR LEAMINGTON SPA we are committed to providing you with the highest level of service possible. By letting us know you have a problem, we can work with you to understand what’s happened and put it right.

If you have a complaint, our staff who you usually deal with will try to resolve it that day, so please tell them in the first instance.

This guide tells you how to make us aware of your views so that we can address any concerns you may have, quickly and professionally.

HOW DO I REPORT A COMPLAINT?

The first thing you need to do is contact us and let us know which part of our service you are unhappy with. You can report your concerns in writing by post or email.

We will aim to resolve your issues immediately, however if this is not possible then your concerns will be escalated to a manager who will investigate the matter.

Please use the below contact details:

BELVOIR LEAMINGTON SPA 22-23 Denby Buildings Regent Grove Royal Leamington Spa CV32 4NY

  • Phone: 01926 422251
  • Email: sue.warburton@belvoir.co.uk

What will happen next?

When we receive your complaint, we will:

Send you a written acknowledgement within three working days which will outline who is responsible for investigating the issues raised.

Collate as much information as possible and liaise with the departments involved to establish the facts.

Send a detailed response within fifteen working days, informing you of the outcome and ask if the suggested resolution is satisfactory. If we need more time to resolve your concerns however, you will receive a written explanation for the delay.

All complaints will be dealt with in a fair and unbiased way. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.

Should you have concerns in the meantime however, please contact the member of staff whose name appears on the letter of acknowledgement.

STILL UNHAPPY?

After receiving our response if you feel your complaint has not been fully addressed, please let us know and we will aim to resolve the matter for you.

Your concerns will be acknowledged within three working days of receipt and your compliant will be passed to an alternative more senior member of staff for consideration.

Where possible a full and final response will be issued within fifteen working days. If we are unable to respond to you within this timescale, we will contact you to let you know when we anticipate a resolution and inform you of your right to appeal to a third party.

If you are still not satisfied with the outcome, we would advise that you contact our independent redress scheme as shown below:

 

The Property Ombudsman Ltd Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP Phone: 01722 333306

You must refer your complaint to the redress scheme within 12 months of our final correspondence regarding your complaint.

BELVOIR LEAMINGTON SPA is registered in England and Wales under company number 04645145 Registered Office: 22-23 Denby Buildings,Regent Grove, Royal Leamington Spa, CV32 4NY