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.
How to make a complaint:
In the first instance please make sure you address your complaint in writing to the following email address in accordance with the relevant branch / department.
North Leeds Sales – [email protected]
North Leeds Lettings – [email protected]
East Leeds Sales and Lettings – [email protected]
Commercial – [email protected]
Property Management – [email protected]
Stoneacre Properties have 3 working days to acknowledge your complaint to any of the above email addresses. The relevant person will then carry out a full investigation and aim to respond formally in writing within 15 working days.
If you are unsatisfied with the response to your complaint:
You can email appeal to all our management team and explain why you are unhappy with the response from the above. This email should be sent to [email protected] and addressed to "Stoneacre Properties management team".
We will review the complaint and provide a final response. Stoneacre Properties management team will have three working days to acknowledge your complaint after which a response will be provided within 15 working days.
In the unlikely event you are still not satisfied with the outcome by our management team (or more than 8 weeks have gone by since your complaint was made), you can request an independent review from the Property Ombudsman without charge. Please note that you have 12 months to refer your complaint to the TPO.
The Property Ombudsman can be contacted on the following contact details:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel No.: 01722 333 306
Email: [email protected]
Website: www.tpos.co.uk
