Complaints Handling Procedure
City Quays are committed to ensuring our clients receive the highest standard of service. Whilst we do our best to deliver a first-class service in a professional manner, we appreciate that sometimes issues may arise.
The City Quays complaints procedure has been structured to ensure that any issues are resolved as quickly as possible, and hope all matters are resolved at branch level.
Steps to follow in the event you are unhappy with our service:
1. Branch Representative
All initial complaints should be verbally directed to the negotiator or consultant you have been dealing with. Many issues can be resolved informally by discussing the matter with our consultants, who will endeavour to resolve your complaint as soon as possible within 5 working days.
2. Branch Manager
If the complaint is not resolved to your satisfaction, you may then further your complaint in writing to the Branch Manager who will be happy to discuss your case. The Branch Manager will acknowledge your complaint within 3 working days of receipt of your letter and provide you with a full written response within 15 working days.
3. Managing Director
If you are still dissatisfied with the response by our Branch Manager or the way your case has been handled, you may address your concerns in writing to the Managing Director. Your complaint must be sent in writing within one month of the response from the Branch Manager. To thoroughly investigate the issues raised, please state why you are still dissatisfied and what further action you wish City Quays to take to fully resolve your complaint.
Write to us
Managing Director / Iain Stamper
City Quays 193 Lower Road
Surrey Quays
London
SE16 2LW
Email us
Your letter will be acknowledged within 3 working days of receipt, and following the investigation you may be asked for additional information. A formal written response expressing City Quay's final view will be sent to you within 15 working days and will include any offer made.
Depending on the nature of the complaint, issues that are particularly complex may take longer to respond. However, we will inform you on the action which will be taken and advise when you can expect a full response.
4. The Ombudsman Services
In the event that you are still unhappy with the final response from the Managing Director, you may refer the matter to The Ombudsman Services. Details of how to do this are contained online at http://www.ombudsman-services.org and you must refer your complaint within 6 months of the final response. Please note, the Ombudsman will not investigate any complaint that has not followed our in-house complaints process.
Ombudsman Services: Property
PO Box 1021
Warrington
WA4 9FE
Tel: 0330 440 1634
Web: www.ombudsman-services.org
Email: enquiries@os-property.org
