Mansons Complaints Procedure

As a member of the following:

The Guild of Property Professionals

UKALA

The National Residential Landlords Association

The Property Ombudsman

Mansons Property Consultants aims to provide the highest standards of service to all landlords and tenants, but to ensure that your interests are safeguarded, we offer the following: If you feel it necessary to make any kind of complaint, we would respectfully request that any grievance is sent to us in writing including the nature of the issue for the attention of:-

Complaints relating to Property Management: Mrs Cindy Barrow, Property Management Department at the address below.

Complaints relating to Sales and Letting: Mrs Deborah Thorpe, Sales and Letting Department at the address below.

Mansons Property Consultants Ltd

5 Holly Avenue West,

Jesmond,

Newcastle Upon Tyne.

NE2 2AR

Once your letter has been received it will be acknowledged in writing within 3 working days and a proper investigation promptly undertaken. A formal written outcome of your investigation will be sent to the Complainant within 15 working days. A senior member of staff not directly involved in the transaction should deal with the complaint. If the complainant is dissatisfied with the result of the internal investigation, please contact Mr Nick Manson, Company Director of the firm in writing. Who will further investigate the complaint within 15 working days. Or if the complainant would prefer, Mansons Property Consultants can arrange mediation between the complainant and the company. Mr Nick Manson (Managing Director), Mansons Property Consultants, 5 Holly Avenue West, Jesmond, Newcastle upon Tyne, NE2 2AR. If we have responded to your complaint in writing and no progress towards a resolution has been made within 30 days of your initial written complaint, we would recommend that you contact The Property Ombudsman within a timescale of 12 months of Mansons final viewpoint letter to the below address to :- The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, Wiltshire. SP1 2BP Telephone: 01722 333306

Please note that Mansons Property Consultants are a member of the following client money protection and redress schemes:

UKALA Client Money Protection (member number 084477)

The Property Ombudsman (TPO) (Redress Scheme)