Space Estate Agents are dedicated to providing the best possible service. In the unfortunate event that you are not completely satisfied with our performance we will do all we can to rectify your issue as soon as possible. Our complaints procedure will allow you to register your issue and provide us with valuable feedback that will allow us to improve our service for all our customers.
This Complaints Handling Procedure tells you how we will deal with your complaint and how long it is likely to take. It also provides important information about what you can do if you are not happy with the way in which we are dealing with your complaint, or about our final decision. Our Complaints Policy contains further information about what you can expect from us when you make a complaint.
If you have any concerns about our service, our work, or our charges, you should discuss these first with the individual who has day-to-day control of your matter.
If this person cannot satisfactorily address your concerns and you wish to make a complaint, please contact our Designated Complaints Handler, Ian Jones, who is a Director of Space Estates Ltd. You can write to him at 448 Queens Drive, West Derby, Liverpool, Merseyside, L13 0AR or send an Email to firstname.lastname@example.org.
Within three working days of receiving your complaint, your complaint will be recorded in our Complaints Register and a separate file will be opened in which we will store any correspondence and other documents relating to your complaint. Within three working days we will also send you a letter acknowledging your complaint.
Within five working days of receiving your complaint, we will review your file(s) and any other relevant documentation and send you a letter telling you how we propose to deal with your complaint. Examples of what we might say in this letter are as follows:
Whichever form our investigation takes, we will aim to give you our final decision within five days of receiving your complaint (or sooner if possible).
If you are not satisfied with our final decision, please let us know and we will review our decision again. We will let you know the result of any appeal within fifteen working days of receiving your appeal.
If you are still not satisfied, you can then contact the Property Ombudsman about your complaint. Ordinarily, you cannot use the Property Ombudsman unless you have first attempted to resolve your complaint using our internal Complaints Handling procedure, you must contact the property ombudsman within six months of receiving our final review.
Address: Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Telephone: 01722 333306