We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Please note that any complaints with respect to an external service provider should be raised directly with that provider.
We ask you first call us on 0161 560 1583 to speak with the person who has been your contact or email them directly and explain that you are dissatisfied with a certain aspect of service. This allows us to try and resolve the matter within the same day. Should your contact need time to investigate this matter further, they will provide you with a timeframe within which to expect a reply.
If this has been done and you are still dissatisfied, we ask you raise the complaint by writing to:
Scorah Property
420 Wilmslow road
Manchester
M20 3BW
And/or by email to: Manchester@Scorahproperty.co.uk
In order to resolve your complaint, we would ask that you include the following information and evidence, if applicable:
- An outline of your complaint explaining why you feel that we have fallen short of our best in class service
- What you would like us to do to resolve it
- Any specific details that you feel would assist us with resolving your complaint. Including, but not limited to:
- Names of Advisors you have spoken to in connection with the complaint Time(s) and Date(s) of the incidence(s)
- Telephone number(s) and or Address(es) you have used to contact us
- Any written correspondence in connection with your complaint
- Any other document in support of your complaint
We will then respond in line with the timeframes set out below.
Timeframes:
- We will send you a reply acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure. If you have not received this acknowledgment within three working days please contact us on 0161 560 1583 to ensure your complaint has been received to the correct address.
- We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
- If we are unable to resolve the matter within 15 working days as stated above, we will provide you with the reasons we could not meet this timeframe and provide you with an estimate of when a full response will be received
- If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
- We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review: The Property Ombudsman Ltd
Milford House 43-45 Milford Street Salisbury Wiltshire SP1 2BP
01722 333 306
Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
Before a complaint can be escalated to the redress scheme noted above, clients are initially required to go through our complaint’s procedure.
After you have reached out to the Property Ombudsman you will receive written confirmation from them that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.
The complaint will be reviewed by the Property Ombudsman’s office together with the response from the branch and a recommendation will be made to the Ombudsman who will then make a final decision which is binding upon the branch in question.
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
