Complaints Handling Procedure

1. Introduction
This procedure sets out the steps to follow when submitting a complaint and how we will respond. It is designed to resolve issues quickly, effectively, and in a manner that is satisfactory for all parties involved.

2. How to Make a Complaint
If you have a complaint about the service provided by Andrew Stevens Ltd, please follow these steps:

2.1 Informal Resolution (Stage 1)
We encourage clients to first raise any concerns directly with the staff member you’ve been dealing with. In many cases, the issue can be resolved quickly without the need for a formal complaint. If you’re not satisfied after this initial discussion, you may proceed to the formal complaint process.

2.2 Formal Complaint (Stage 2)
If the issue is not resolved informally, please submit your formal complaint in writing via one of the following methods:

• Email: info@andrew-stevens.co.uk
• Mail: 127 St Marks Road, Bush Hill Park, En1 1BJ
• Phone: 0208 363 8888- Please provide as much detail as possible, including:
• Your name and contact information
• A clear description of the issue
• Any relevant documents or communications (e.g., contracts, emails, etc.)
• The outcome you are seeking

We aim to acknowledge receipt of all formal complaints within 3 working days.

3. Complaint Handling Process
Once we receive your complaint, we will follow these steps to resolve it:

3.1 Acknowledgement
We will acknowledge receipt of your complaint in writing within 3 working days.

3.2 Investigation
Your complaint will be reviewed and investigated by a senior member of the team who was not involved in the original issue. The investigation will involve:

• Reviewing relevant documents
• Speaking with the staff involved
• Possibly contacting you for additional information

3.3 Response
Once we have completed the investigation, we will provide a written response that includes:

• A summary of the findings
• Any actions taken to resolve the issue
• Any changes we plan to implement to avoid similar complaints in the future. We aim to provide a response within 28 working days. If the investigation takes longer, we will inform you of the reason for the delay and provide an updated timeline.

4. Escalation (Stage 3)
If you are not satisfied with our response or resolution, you may escalate the complaint to an independent third-party organization, such as:

• The Property Ombudsman (TPO):
  
  The Property Ombudsman Ltd Milford House
  43-45 Milford Street Salisbury Wiltshire SP1 2BP
  01722 333 306
  www.tpos.co.uk

Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

5. Commitment to Continuous Improvement
We take all complaints seriously and use them as an opportunity to improve our services. Once a complaint is resolved, we will review our processes and procedures to ensure that similar issues do not arise in the future.

6. Confidentiality and Non-Retaliation
All complaints will be treated confidentially, and no client will face any form of retaliation or disadvantage for raising a complaint.

7. Contact Information
For further information about our complaints handling procedure, or if you have any questions, please contact us at:

• Phone: 0208 363 8888
• Email: info@andrew-stevens.co.uk
• Office Address: 127 St Marks Road, Bush Hill Park, EN1 1BJ

We are committed to resolving complaints efficiently and to your satisfaction. Thank you for bringing your concerns to our attention.