We are committed to providing a professional service to all our clients and customers. When
something goes wrong we need you to tell us about it. For expressions of dissatisfaction
please contact the person or team you have been dealing with and they will attempt to
resolve the issue. They may need to refer the matter to their line manager, or senior manager,
who may also contact you to attempt to resolve the issue. If you are not satisfied with the
outcome of the conversations and would like your complaint to be investigated further, there
is a two-stage complaints handling procedure to follow:
STAGE ONE
Please put the details of your complaint in writing so we have a full understanding of the
reasons for your complaint. Please state what you believe we have, or have not, done and
what you would like us to do to put things right. Please send your complaint to:
Mike Cleary, Complaints Handler, Sheldon Bosley Knight,
1 Bridge Street, Evesham, Worcestershire, WR11 4SQ
We will acknowledge receipt of your complaint within three working days. We will investigate
and respond to your complaint within 15 working days. You will receive a final viewpoint letter
or email with our response and the outcome of the investigation. Please note, some matters
may take longer than 15 days to resolve.
STAGE TWO
If you are not satisfied with the response of the stage one complaints procedure, you have
the opportunity to take your complaint to an independent redress provider – after eight
weeks from the date of your initial complaint letter and within 12 months of receipt of the
final viewpoint letter. Please send your complaint, with any supporting evidence, to:
FOR CONSUMER CLIENTS:
The Property Ombudsman,
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Tel: 01722 333 306
Email: [email protected]
FOR BUSINESS-TO-BUSINESS CLIENTS:
RICS Dispute Resolution Service,
55 Colmore Row, Birmingham, B3 2AA
Tel: 0207 334 3806
Email: [email protected]