The aim of this process is to resolve all customer issues or concerns as quickly as possible.In the majority of cases we hope that any issues can be resolved quickly and amicably to
customers’ satisfaction at Manager level.

If you have a complaint, then this note sets out the procedure which we will follow in dealing with that complaint.

1. In first instance you should contact The Sales Manager Vic Patel who has been appointed to deal with any complaints for Residential Sales and we will arrange to see you to discuss your complaint.

2. Where your complaint is initially made verbally, we will try to resolve you complaint and if the outcome is unsatisfactory you will be requested to send a written summary of your complaint to the person dealing with it.

3. Once we have received your written summary of the complaint, we will contact you in writing within seven days to inform you of our understanding of the circumstances leading to
your complaint. You will be invited to make any comments that you may have in relation to this.

4. Within twenty-one days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of his investigation and to
let you know what actions have been or will be taken.

5. If you are dissatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation, you should write to our Director, Matthew Cousins at 13 Tilgate Parade, Tilgate, Crawley, West Sussex, RH10 5EQ. He will conduct a separate review of your complaint and contact you
within fourteen days to inform you of the conclusion of this review.