Complaints Procedure
Complaints Procedure
Complaints Procedure
Reporting a complaint
If you should have a complaint, this note sets out the procedure which we will follow in dealing with that complaint.
| 1. The schedule attached gives details of the person who should be contacted (first contact) in the event of a complaint relating to a given office or department of the company. | 5. If you are dissatisfied with the outcome you should contact the senior Director referred to in the right hand column of the schedule (second 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. | |
| 2. Where your complaint is initially made orally, you are requested to send a written summary of your complaint to the person dealing with it. | 6. 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 | |
| 3. 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. | 7. 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 | |
| 4. 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. |
Reporting a complaint - Franchise Office
If you should have a complaint, this note sets out the procedure which we will follow in dealing with that complaint.
| 1. The schedule attached gives details of the person who should be contacted in the event of a complaint relating to Morley office. | 5. If you are a consumer and the complaint has 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 | |
| 2. Where your complaint is initially made orally, you are requested to send a written summary of your complaint to the person dealing with it. | 6. If you are a business and your complaint has 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 | |
| 3. 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. | 7. Please note that if your complaint relates to Dacre, Son & Hartley Limited then you should ask for the complaints procedure relating to that company which can be obtained from the head office: - 1-5 The Grove, Ilkley, West Yorkshire LS29 9HS, email ilkley@dacres.co.uk or from the website www.dacres.co.uk | |
| 4. 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. |
Contacts
| Office/department to which complaint relates | 1st Contact | 2nd Contact |
| Keighley, Baildon, Bingley, Saltaire, New Homes |
Tim Usherwoord 32 Sheep Street,Skipton, North Yorkshire, BD23 1hx Tel: 01756 701010 |
Paul Baxter 17 Albert Street, Harrogate, North Yorkshire, HG1 1JX Tel: 10423 877200 |
| Settle, Skipton, Ilkley, Burley-in-Wharfedale |
Steven Potts 93 Main Street, Bingley, West Yorkshire, BD16 2JA Tel: 1274 560421 |
John Shaw 4 Wells Road, Ilkley, West Yorkshire, LS29 9JD Tel: 01943 885404 |
| Guiseley, Otley |
Tim Usherwood 32 Sheep Street, Skipton, North Yorkshire, BD23 1HX Tel: 01756 701010 |
Patrick McCutcheon
1-5 The Grove, Ilkley, West Yorkshire, LS29 9HS Tel:01943 600655 |
| Wetherby,Thirsk |
Paul Wilson 1-5 The Grove, Ilkley, West Yorkshire, LS29 9HS Tel: 01943 600655 |
Peter Leadbeater 32 Otley Road, Guiseley, Leeds, LS20 8 AH Tel: 01943 870326 |
| North Leeds, Bramhope |
Steven Pots 93 Main Street, Bingley, West Yorkshire, BD16 2JA Tel: 01274 560421 |
Ian Bradbury 75 North Street, Keighley, West Yorkshire, BD21 3RZ Tel: 01535 611511 |
| Harrogate, Knaresborough, Pateley Bridge, Ripon |
Paul Wilson 1-5 The Grove, Ilkley, West Yorkshire, LS29 9HS Tel: 01943 600655 |
Ian Bradbury
75 North Street, Keighley, West Yorkshire, BD21 3RZ Tel: 01535 611511 |
| Residential Lettings | John Shaw
4 Wells Road, Ilkley, West Yorkshire, LS29 9JD Tel: 01943 885404 |
Paul Baxter
17 Albert Street, Harrogate, North Yorkshire, HG1 1JX Tel: 10423 877200 |
|
Surveyors: Ian Briggs, Peter Heaton, Rob Harper, James Wattrus, Louise Ashley |
Ian Briggs
1-5 The Grove, Ilkley, West Yorkshire, LS29 9HS Tel: 01943 600655 |
James Watrus
1-5 The Grove, Ilkley, West Yorkshire, LS29 9HS Tel: 01943 600655 |
| Commercial, Professional, Land & Development |
Andrew Peacock Regent House, Queen Street, Leeds, LS1 2TW Tel: 0113 3863100 |
David Ogilvie
Regent House, Queen Street, Leeds, LS1 2TW Tel: 0113 386310 |
| Morley Office |
Mr Gavin Townsend 34 Queen Street Morley, Leeds, LS27 9BR Tel: 0113 322 6333 |