Complaints Procedure

We are committed to providing a high quality level of service, accurate advice and client care.

If at any point you become unhappy or concerned about the service provided, please inform us immediately so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is handling your matter. If you still have queries or concerns, please contact Tom Pitt who is the Complaints Manager to whom any final issues can be reported.

FORMAL COMPLAINT PROCEDURE

The following outlines our recommended procedure for making a formal complaint.

  1. A formal complaint should be addressed to the head of Manhatten Property – Tom Pitt,  who can be contacted in writing at 1 Regency Buildings, Station Square, Saltburn TS12 1AG or by email tom@manhattenproperty.com. Please set out the details of the complaint.
  2. We will acknowledge your complaint within seven working days of receipt.
  3. The details of your complaint will be investigated thoroughly, any members of staff involved will be interviewed.
  4. You will receive a written response to your complaint within 14 days from the date the complaint is first received.
    This response will set out the result of our investigation, any proposed resolution and if relevant, any procedural changes we will make to ensure the situation does not arise again.
  5. In the event that you are not satisfied with the outcome of the complaint we will refer you to the appropriate authority should you wish to take the matter further.

TAKING THE COMPLAINT FURTHER

We are regulated by the Client Money Protection and redress mechanisms are provided through the Property Redress Scheme.

If we are unable to resolve any such concerns to your satisfaction you are entitled to make a complaint to the Property Redress Scheme –

https://www.theprs.co.uk/Complain

The Property Redress Scheme investigates complaints about service issues with Estate Agents and Property Professionals. Normally, you will need to bring a complaint to the Property Redress Scheme within six months of receiving a final written response from us about your complaint.

Complaints about a client’s rights under the General Data Protection Regulation must be submitted to the Information Commissioner’s Office – www.ico.org.uk .

Any disputes or legal issue arising from our Client Care and Terms of Business will be determined by the law of England & Wales and considered exclusively by the English & Welsh courts.

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