Here at Stewarts Estates, we work hard to ensure we provide the highest standards from the second you contact us. However, should you not be happy with our service and you wish to make a formal complaint, please ensure you have followed this process:
Step 1 - Office Manager
In the first instance, complaints should be directed to the office manager. They will review the complaint and look to address or resolve the issue swiftly and promptly. They will acknowledge your complaint within 3 working days and look to resolve your grievance immediately, but no longer than 5 working days from our letter of acknowledgement.
You can send your complaint to us in the following manners:
Via email to either Lee Smith or David Stewart
Or by post to:
Stewarts Estates Ltd
612 -616 Wimborne Road
We will review all aspects of your complaint and come back to you with what is known as a "Final viewpoint letter". This will be where we hope to resolve your complaint.
Step 2 - The Property Ombudsman Service
If we have not been able to resolve your complaint directly, then you are entitled to take this matter further. You can do so by contacting the Property Ombudsman without charge.
For your information:
- You must make your complaint to the Property Ombudsman within 12 months of the date of our final viewpoint letter.
- The Ombudsman will not consider your complaint until our internal complaint’s procedure has been exhausted and you have received our final viewpoint letter.
- The Property Ombudsman recommends paying any outstanding fees on a "without prejudice" basis to avoid late-payment charges and/or further action.