CUSTOMER COMPLAINTS HANDLING PROCEDURE



As a firm licensed by the National Approved Letting Scheme, Property Ombudsman, Property Ombudsman for Lettings and Safe Agent Butler & Stag aims to provide the highest standards of service to all landlords, tenants buyers and vendors but to ensure that your interests are safeguarded, we offer the following:

? If you believe you have a grievance, please write in the first instance to Jaime Willitts at the address below:

Butler & Stag 96a Curtain Road, London, EC2A 3AA

? 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.

? If you remain dissatisfied with the result of the internal investigation, please contact Butler & Stag’s Director Neil Leahy who will review the complaint.

? Following the conclusion of our in-house review we will write to you with a final written statement.

? 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.