Complaints Procedure

• If you have cause to complain about any aspect of our service or a member of staff please write in the first instance to Mr Matthew Stacey at Matthew James & Company, 43-45 Fortess Road, Kentish Town, London, NW5 1AD.
• The complaint will be acknowledged within 3 working days and investigated thoroughly internally by a senior member of staff, after which a formal written outcome of the complaint will be sent to you within 15 days. If we require longer than 15 days to fully respond to the complaint we will advise you in writing of the revised date you can expect to receive a response by.
• Should you remain dissatisfied following the result of our internal investigation, please contact Mr Matthew Stacey at the same address who will further review the complaint and respond within 15 days.
• Following the conclusion of our internal review we will write to you with a final written statement at which point you must refer your complaint to the ombudsman within 12 months.
• Contact details for the Property Ombudsman Scheme are:

The Property Ombudsman

Milford House 

43-55 Milford Street Salisbury Wiltshire

SP1 2BP

 www.tpos.co.uk

complaints: 01722 333306