How to make a complaint
There are a number of key stages in our complaints procedure.

Where your complaint is made orally, you will be asked to send a written summary of that complaint to the contact detailed on this leaflet if we have not been able to respond this via telephone.
Once we have received the written summary of the complaint, we will contact you, in writing, within seven days where possible, to inform you of our understanding of the circumstances. You will then be invited to make any comments you have in relation to this.
Within 21 days, where possible, of receipt of your written summary, we will write to you in order to inform you of the outcome of the investigation into your complaint and what actions have been or will be taken.
If you are dissatisfied with any aspect of the handling of your complaint, you should write to our Head Office, Imperial Buildings, 9 Dale St, Liverpool L2 2SH. The Managing Director will then personally conduct a separate review of your complaint and its investigation and contact you within seven days, where possible, to inform you of the conclusions.

If you remain dissatisfied with any aspect of the handling of your complaint, we will attempt to resolve this promptly through negotiations or otherwise agree to enter into mediation with you in accordance with the relevant body responsible for dispute resolution as detailed within the relevant sections of this leaflet. This may include the Centre for Dispute Resolution (CEDR) model mediation procedure or the mediation process operated by the Royal Institution of Chartered Surveyors.

The first stage in dealing with any complaint is to contact the branch manager dealing with the case. If you feel this is not appropriate or that the issue has not been resolved satisfactorily please write to the point of contact provided within this leaflet.
General Comments
If you wish to raise any issues regarding our services or our in-house complaints procedure, these should be addressed to Imperial Buildings, 9 Dale St, Liverpool L2 2SH

If you have a complaint about our Property Management Service, the complaint should be addressed to [email protected] or via post, Imperial Buildings, 9 Dale St, Liverpool L2 2 SH

Where your complaint is made orally, you will be asked to send a written summary of that complaint to the contact detailed on this leaflet if we have not been able to respond this via telephone.
Once we have received the written summary of the complaint, we will acknowledge your complaint in writing. It will then be forward on to the department/branch manager who will contact you within seven days where possible, to inform you of our understanding of the circumstances. You will then be invited to make any comments you have in relation to this.
Within 21 days, where possible, of receipt of your written summary, we will write to you in order to inform you of the outcome of the investigation into your complaint and what actions have been or will be taken.

If we are unable to resolve the matter to your satisfaction in-house, it can be referred to The Property Ombudsman, Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire SP1 2BP. Tel: 01722 333306 [email protected] or the Association of Residential Lettings Agents (ARLA), Arbon House, 6 Tournament Court, Edgehill Drive, Warwick CV34 6LG Tel: 01926 496 800. [email protected]