Ashbrookes Ltd - Complaint Proceedure
At Ashbrookes Ltd, we are committed to providing our clients with the highest level of service. However, we understand that there may be times when our service does not meet your expectations. If this happens, we encourage you to inform us so we can address your concerns quickly and fairly.
Step 1: Initial Complaint
If you have a complaint, please first discuss the issue with the member of our team you have been dealing with. They will attempt to resolve the matter immediately. If you are not satisfied with the resolution at this stage, please proceed to Step 2.
Step 2: Formal Complaint
If your issue is not resolved to your satisfaction, please submit a formal complaint in writing. You can do this by:
- Email: clientrelations@ashbrookes.co.uk
- Post: Complaints Department, Ashbrookes Ltd, 134 Linthorpe Road, TS1 3RA
Please include the following information in your complaint:
- Your full name and contact details
- The property address (if applicable)
- A clear description of your complaint
- The names of any staff members involved
- Copies of any relevant documents or correspondence
We will acknowledge your complaint within 10 working days of receiving it and provide you with the name of the person handling your case.
Step 3: Investigation
Your complaint will be investigated thoroughly by our Regional Manager or Director. We aim to provide a full written response within 30 working days. If more time is needed, we will inform you of the delay and provide a new estimated response time.
Step 4: Final Response
Once our investigation is complete, we will send you a final response outlining the outcome of our investigation and any steps we propose to take to resolve the issue. If you are satisfied with the outcome, the complaint will be closed.
Step 5: Escalation to the Property Redress Scheme
If you are not satisfied with our final response, or if 8 weeks have passed since you first raised your complaint and you have not received a satisfactory resolution, you may escalate your complaint to the Property Redress Scheme (PRS), of which we are a member.
- The Property Redress Scheme (PRS)
- Website: www.theprs.co.uk
- Phone: 0333 321 9418
- Email: info@theprs.co.uk
Step 6: Continuous Improvement
All complaints are taken seriously, and we use them as an opportunity to improve our services. Complaints and feedback are regularly reviewed to help us continuously enhance our service quality.
Contact Us
For any questions regarding our complaints procedure, please contact us at:
- Phone: 01642 213213
- Email: clientrelations@ashbrookes.co.uk
