Complaints handling policy and procedure

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Alderley Property Group Ltd is fully committed to providing a high-quality legal service to all of our clients. However, if you are concerned with the service you have received or something goes wrong please do tell us about it. This will help us to address your concerns and to improve our standards.

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If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

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What will happen next?

• We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

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• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

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• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

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• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

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• If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

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The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk

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Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

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Codes of Conduct Policy

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Alderley Property Group Ltd regularly reviews and updates our policies to reflect changes within the industry and other regulatory requirements.

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By engaging in any of our services including communications you agree to all of our terms of service and codes of conducts. 

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It is your responsibility to review this page regularly to ensure you are kept up to date with any changes that we have made. Your continued use of our services is acceptance. 

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Failure to comply with our terms of service and code of conduct may result in us terminating your contract or suspending our services without penalties regardless. Any fees paid are non-refundable. This does not affect your statutory rights. 

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Alderley Property Group Ltd Terms of Service and Policies over rules any existing agreements whether verbal or written. 

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Code of Conduct:

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Alderley Property Group Ltd  will always treat any persons or organisations we supply or work with, with respect, kindness and politeness and even during challenging circumstances. 

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In line with industry practice regardless of the activity all of our teams have the right to work without intimidation, aggression, threats, verbal, physical or written abuse, racism or harassment. 

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Our policy is simple we offer a 0% tolerance on incidents where this occurs - without exception, no if's or but's or second chances.

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Zero is Zero. 

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This code of conduct applies to both partners, suppliers and clients. 

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Where an incident takes place we will always take swift action without exception. 

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What action we may take?

A) We will provide an immediate warning to the individual party or parties or company involved this will either be written or verbal reminding them of their conduct and an opportunity to improve their behaviour. We may terminate communications either by telephone, or written communication at our entire discretion and with immediate effect. 

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B) We retain the rights to terminate contracts and our services without exception or penalty and no refunds will be provided regardless in any capacity or circumstances. 

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C) In the event of any of our teams or members being harassed or abused as outlined above we will forward details over to law enforcement agencies for review and processing. 

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