CLIFFTONS - Committed to Excellence
We hope that you never have any reason to complain, but if you do, we will investigate your complaint quickly and fairly. We work hard to deliver excellent service and good value, with principles of fairness, honesty and openness but we also
understand that sometimes things don't go as planned or misunderstandings sometimes happen.
Outlined below is our complaint procedure
If you have a concern or complaint the simplest and quickest way is to take it up with the person concerned, in most cases they will be able to help resolve the issue for you
If you are still dissatisfied, put your concerns in writing outlining the facts as clearly as possible including important dates and the names of the people you have spoken to.
All written complaints will be acknowledged in writing within 3 working days and a proper investigation promptly undertaken.
Please note, if you instruct a third party to represent you (the complainant), Clifftons need to receive a written, signed authority grantig permission for us to correspond with a third party.
A formal written outcome of our investigation will be sent to the Complainant within 15 working days.
Where possible, a senior member of staff, not directly involved with the transaction will deal with the complaint.
If we are unable to put things right straight away or within the allocated timescale, we will keep you informed of the progress.
Following the conclusion of the investigation, a written statement expressing our view will be sent to you, the Complainant.
In the unlikely event we cannot reach an agreement with you regarding your complaint, we will send you a final response.
If we have investigated you complaint all the way through our internal complaints handling procedure and have sent you a final response and you a still not happy, you may be able to have your complaint investigated by The Property Ombudsman
Please note, if you wish to take your complaint further, through The Property Ombudsman, you must do so, within 6 months of Clifftons final response.
The Property Ombudsman is impartial and would conduct their own independant investigations.
You can put your enquiries to : The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP. Telephone : 01722 333 306