Complaints Policy

Ashton and Grosvenor are committed to the highest standards of service and compliance. We understand that sometimes things go wrong and we are prepared to resolve problems with minimum inconvenience.

We have structured our complaints procedure so that any concerns are dealt with quickly and efficiently. Should you require any assistance with the process, please contact us at admin@ashtonandgrosvenor.co.uk.

1. Making a complaint

IN the first instance please contact us in writing to admin@ashtonandgrosvenor.co.uk. We will acknowledge your complaint with 3 working days. We will conduct a thorough investigation and a full written response will be sent within 14 working days.

2. If you remain dissatisfied

IF you feel the matter remains unresolved, you should write to our office explaining why you are unhappy with the response. A final viewpoint will be sent in writing within 14 working days.

3. Independent redress

In the unlikely event that you are still dissatisfied then you may refer the matter to the Property Ombudsman at the following address:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

01722 333 306
admin@tpos.co.uk
www.tpos.co.uk

4. What next?

You will receive written confirmation from the Property Ombudsman that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.

The matter will be referred to a case officer who will review the complaint together with the response from the branch and make a recommendation to the Ombudsman who will make a final decision which is binding upon the branch in question.