Complaints Procedure
03/12/12 Version 14
Reporting a Complaint
If you have a complaint, then this note sets out the procedure which we will follow in dealing with that complaint.
- The schedule attached gives details of the person who should be contacted (1st contact) in the event of a complaint relating to a given office or department of the company.
- Where your complaint is initially made orally, you are requested to send a written summary of your complaint to the person dealing with it.
- Once we have received your written summary of the complaint, we will contact you in writing within 7 days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.
- Within 14 days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.
- If you are dissatisfied with the outcome you should contact the senior Director referred to in the right hand column of the schedule (2nd contact). He will personally conduct a separate review of your complaint and contact you within 14 days to inform you of the conclusion of this review.
- If you are a consumer and the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to The Ombudsman Service Ltd, PO Box 1021, Warrington WA4 9FE (0330 440 1634), from whom details of the scheme may be obtained. www.ombudsman-services.org
- If you are a business and your complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to The Arbitrational Procedure for Surveying Disputes, IDRS Ltd, 70 Fleet Street, London EC4Y 1EU (020 7520 3800), from whom details of the scheme may be obtained. www.idrs.ltd.uk
Contacts
| Office/department to which complaint relates |
1st Contact | 2nd Contact |
|---|---|---|
| Keighley, Baildon, Bingley, Saltaire, New Homes |
David Phillip The Estate Office Station Road Otley LS21 3DR Tel. 01943 463321 |
Paul Baxter 17 Albert Street Harrogate North Yorkshire HG1 1JX Tel. 01423 877200 |
| Settle, Skipton, Ilkley, Burley-in-Wharfedale |
John Shaw 4 Wells Road Ilkley West Yorkshire LS29 9JD Tel. 01943 885404 |
David Phillip The Estate Office Station Road Otley LS21 3DR Tel. 01943 463321 |
| Guiseley, Otley | Paul Baxter 17 Albert Street Harrogate North Yorkshire HG1 1JX Tel. 01423 877200 |
John Shaw 4 Wells Road Ilkley West Yorkshire LS29 9JD Tel. 01943 885404 |
| Wetherby,Wakefield, Boroughbridge |
David Phillip The Estate Office Station Road Otley LS21 3DR Tel. 01943 463321 |
Peter Leadbeater 93 Main Street Bingley West Yorkshire BD16 2JA Tel. 01274 560421 |
| Leeds, Bramhope | Ian Bradbury 75 North Street Keighley West Yorkshire BD21 3RZ Tel. 01535 611511 |
Patrick McCutcheon 1-5 The Grove Ilkley West Yorkshire LS29 9HS Tel. 01943 600655 |
| Harrogate, Knaresborough, Pateley Bridge, Ripon |
Ian Bradbury 75 North Street Keighley West Yorkshire BD21 3RZ Tel. 01535 611511 |
Peter Leadbeater 93 Main Street Bingley West Yorkshire BD16 2JA Tel. 01274 560421 |
| Residential Lettings | David Phillip The Estate Office Station Road Otley LS21 3DR Tel. 01943 463321 |
John Shaw 4 Wells Road Ilkley West Yorkshire LS29 9JD Tel. 01943 885404 |
| Surveyors: Richard Watson Ian Briggs Peter Heaton Brian Shuttleworth James Wattrus Jeff Crabtree |
Jeff Crabtree 32 Sheep Street Skipton North Yorkshire BD23 1HX Tel. 01756 701010 |
James Watrus The Estate Office Station Road Otley West Yorkshire LS21 3DR Tel. 01943 467222 |
| Commercial, Professional, Planning & Land |
David Ogilvie 9 York Place Leeds West Yorkshire LS1 2DS Tel. 0113 3863100 |
Jonathan Isles 1-5 The Grove Ilkley West Yorkshire LS29 9HS Tel. 01943 885411 |
