C H Peppiatt aim to provide the highest standards of service to all clients and customers, but to ensure that your interests are safeguarded, we offer the following procedure for complaint handling: Step 1 - If you believe you have a grievance, please write in the first instance to the Branch Manager at the relevant office or email [email protected]. The grievance will be acknowledged within 3 working days and then investigated thoroughly in accordance with established in house procedures. A formal written outcome of the complaint will be sent to you within 21 days. If we require longer than this timescale we will advise you in writing and confirm our revised response date. Step 2 - If you remain dissatisfied with the result of the internal investigation, please contact Managing Director who will review the complaint. Write to 1 Chalk Farm Parade, Adelaide Road, London NW3 2BN or email [email protected]. Following the conclusion of our in-house review we will write to you with a final written statement. Step 3 - If you are dissatisfied with the conclusion of the in-house review of the complaint, you can refer the matter to the The Property Ombudsman, Milford House, 43 - 45 Milford Street, Salisbury, Wiltshire, SP1 2BP.