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COMPLAINTS

BELVOIR COLCHESTER COMPLAINTS PROCEDURE

As a firm accredited safeagent Belvoir Colchester aims to provide the highest standard of service to all Landlords and Tenants and give an ultimate assurance that any grievance you have concerning such services is immediately addressed.

STAGE ONE

If you believe you have, or may have, a grievance with our service or standard of practice or working procedures, please write to the person you are dealing with at Belvoir Colchester, 1 Montrose House, Eld Lane, Colchester CO1 1LS stating the reasons for your complaint. You will receive an acknowledgement within 3 working days of receipt of getting in touch with us and a full response to your complaint within 7 working days.

If the nature of your complaint is such that we need further time to consider it we will contact you and let you know the reason for the delay.

STAGE TWO

If you are not satisfied with the outcome of your complaint at Stage 1 you can refer the matter to the Director Julie Davis at the above address, who will review your complaint and the response sent at Stage 1.

You should outline the reasons you are not satisfied with the response to your complaint by Belvoir Colchester. You will receive a response within the same timescales as outlined in Stage 1 above.

STAGE THREE

If we are unable to resolve any dispute, you can refer the matter to The Property Ombudsman (TPO) who are an independent organisation, at The Property Ombudsman Limited, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP (Note there is a 12 months time limit in providing The Ombudsman with your complaint which starts from the date the 'Final Viewpoint Letter' you receive is dated).

A copy of these rules can be provided on request.