Complaints
Complaints Policy – West Riding Estates Ltd
West Riding view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person(s) that have made the complaint.
A complaint can be received verbally, by phone, by email or in writing.
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
- To make sure everyone at West Riding knows what to do if a complaint is received.
- To make sure all complaints are investigated fairly and in a timely way.
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
- To gather information which helps us to improve what we do.
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of West Riding.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant General Data Protection Regulation requirements.
Responsibility
Responsibility for this policy and its implementation lies with Oliver Gill.
Publicised Contact Details for Complaints
Written complaints may be sent to:-
Mr Oliver Gill
West Riding
35 High Street
Uppermill
Saddleworth
OL3 6HS
or by e-mail to oliver@west-riding.co.uk
Verbal complaints may be made by phone to the office on 01457 819181 or in person to any West Riding staff member.
We will consider any complaint as quickly as possible and will acknowledge receipt of a complaint within seven working days (public holidays permitting). If we are not able to give a full response, we will update any complainant within twenty-eight days.
West Riding are members of a redress scheme with The Property Ombudsman which can be used if complaints cannot be resolved to the complainant’s satisfaction.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk