Complaint Handling Procedure
Balfours LLP are committed to providing products and services of the highest standard. If for any reason, you feel you are not entirely satisfied with any aspect of our service, please let us know straight away. We are members of the RICS and of the NACFB and adhere to their Codes of Practice.
Our Complaints department will investigate your complaint competently, diligently and impartially.
- A person has been appointed in this firm to deal with complaints.
Richard Jones-Perrott
Partner
Balfours LLP
New Windsor House
Oxon Business Park
Shrewsbury
SY3 5HJ
RichardJones-Perrott@balfours.co.uk
- You are requested to send a written summary of your complaint to the person dealing with it. This is to ensure that we fully understand exactly what your complaint is and have a written record of it.
What Happens Next?
For Property Related Complaints
- Once we have received your written summary of the complaint, we will contact you in writing within 3 (three) days to confirm receipt of your complaint.
- Within 15 (fifteen) days of receipt of your written summary, or any subsequent written comments you may wish to make, the person dealing with your complaint will write to you in order to inform you of the outcome of the investigation in relation to your complaint and let you know what actions have been or will be taken. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of the investigation into your complaint, the matter will conclude. If we are not able to provide a full response within 15 (fifteen) days, then we will contact you to give an update on the progress of the investigation.
- If you have not received a full response from us within 4 (four) weeks and the complaint has not been resolved to your satisfaction, we agree to the referral of your complaint to:
- The Property Ombudsman, 43 – 55 Milford Street, Salisbury SP1 2BP.
You are free to obtain details of the redress scheme from the above addresses.
For Complaints Regarding Our Financial Services
- If we are not able to find a resolution within 3 working days we will issue you with an initial response letter which outlines the circumstances of your complaint. We aim to respond to all complainants within four weeks although we have eight weeks from the date of receipt of your complaint to investigate and provide you with our final response.
Sometimes it can take a bit longer to reach a decision. If it is going to take us more than eight weeks to resolve your complaint, from when you first contacted us, we will update you on our progress and explain why it is still ongoing.
When we have fully investigated your complaint and reached a decision, we will write to you to let you know our final response. This is a detailed letter which will tell you what we have found, what we plan to do and how we came to our decision.
If you are unsatisfied with the outcome of our investigation, the final response letter will explain that you may have the right to refer your complaint to the Financial Ombudsman Service within six months of the final response being issued by Balfours LLP.
Contact details for the Financial Ombudsman Service are: –
Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR
Tel – 0800 023 4567 or 0300 123 9123