Complaints Procedure

We work hard to provide an excellent service, but if something has gone wrong we want to hear about it, put it right where we can, and learn from it. This procedure explains how to raise a complaint with Mews Property and what you can expect from us at each stage.

In the first instance, please raise your concern with the member of staff you have been dealing with, or ask for the branch manager. Many issues can be resolved quickly at this stage. If you would prefer to put your complaint in writing from the outset, email [email protected] or write to Unit 2, The Wharf Buildings, Calderton, CD1 4QF, marking your letter for the attention of the Director.

We will acknowledge your written complaint within three working days of receiving it, and we will then carry out a full investigation. You will receive a formal written outcome from a senior member of staff within fifteen working days. If we need longer - for example because key people are unavailable - we will write to you explaining why and giving a revised timescale.

If you remain dissatisfied with our final response, or if more than eight weeks have passed since you first raised the complaint, you may refer the matter to The Property Ombudsman for an independent review, free of charge. Referrals to the Ombudsman must normally be made within twelve months of our final written response, and we will include the relevant details and contact information in that letter.

We record all complaints and review them regularly so that recurring issues are identified and addressed. Nothing in this procedure affects your statutory rights.