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Stoneacre Properties in-house complaints policy


1. Stoneacre Properties aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced.
This provides for the matter to be dealt with internally by Miss Katie Wilson/Mr Simon Marks and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.

2. If you believe you have a complaint, please write in the first instance to the Principal, Senior Partner or Director at the address as below:
Miss Katie Wilson - Branch Manager Chapel Allerton Stoneacre Properties
184 Harrogate Road
Leeds
LS7 4NZ
OR
Mr Simon Marks - Branch Manager Whitkirk Stoneacre Properties
1 Colton Road
Leeds
LS15 9AA

3. Your complaint will be acknowledged within 24 hours but no longer than 3 working days, investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint.

4. If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint reviewed by our Managing Director, Senior Partner etc at the address given below:
Mr Ben Jacobs - Director
Stoneacre Properties
184 Harrogate Road
Leeds
LS7 4NZ

5. In the event that the final review as detailed above still fails to satisfy your complaint, then you are at liberty to have the matter referred to the The Property Ombudsman. We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification