Complaints Procedure:-

At Aston Chase, we endeavour to provide the highest levels of service. We do however recognise that on occasion things do not go according to plan. In such instances, Aston Chase operates an internal complaints procedure.

1. In the first instance, please contact the manager of the department concerned. If you are unable to resolve the matter with the department manager and wish to escalate your complaint, please send a summary of your complaint by email* to complaints@astonchase.com or write to:
   Customer Services, Campions Group, 5th Floor, The Lantern 75 Hampstead Road  London, NW1 2PL

2. We will acknowledge receipt of your written complaint within three working days and tell you who will be investigating your complaint.

3. Within a further 15 working days the relevant person will write to you to inform you of the outcome of the investigation into your complaint, and to let you know what (if any) actions have been or will be taken. If a longer period is required to consider your complaint you will be notified in writing with a revised timescale.>

4. If you remain dissatisfied (or more than eight weeks has elapsed since the complaint was first made), you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman                                  01722 333 306
Milford House                                                           admin@tpos.co.uk
43-55 Milford Street, Salisbury, SP1 2BP        www.tpos.co.uk

Please note that The Property Ombudsman will only review complaints made by customers of Aston Chase Residential Sales and Lettings services, and within 12 months from the date of our final viewpoint.

*Where possible, Aston Chase will make reasonable adjustments to accommodate customers with disabilities. Please contact your local branch to discuss your requirements and they will then request a senior member of staff to contact you to escalate the matter further.

How do I make a complaint against Aston Chase:-

Aston Chase’s Procedure is designed to address any specific concerns our customers/clients have that relate to the quality of customer service provided by our staff.

For example, this might include:-

• Maladministration.
• Delays in receiving information/responses within accepted timeframes.
• Difficulty in contacting the office, or person.
• Incorrect information or guidance issued by a department.
• Attitude and conduct of the staff.

The procedures set out below explain how you can make a complaint about the quality of our services:-

Informal Procedure:-

Our aim is to resolve any complaint quickly and you are invited initially to bring any matter of concern to the attention of the Departmental official with whom you have been dealing. However, if you still feel dissatisfied after this approach, you may initiate a formal complaint in writing.

Formal Procedures:-

All formal complaints should be in writing. Please provide as much information as possible along with contact details, such as your name, telephone number and postal address. We will handle any personal data you provide in accordance with the Data Protection Act 1998.

You can write to us at the following address:-

Aston Chase Customer Relations Officer
69-71 Park Road
London
NW1 6XU

Alternatively, you can email us at complaints@astonchase.com

In all cases, the department will:-

• Acknowledge receipt of your complaint. We will normally issue a letter/email of acknowledgement within three working days of receiving your complaint.
• Treat your complaint in a confidential manner.
• Refer your complaint to the relevant director.
• Carry out a thorough investigation.
• Aim to provide a written reply to your complaint with a full explanation of the outcome of our investigations within 15 working days and, where this is not possible, let you know when a reply can be expected.
• Apologise if we have made a mistake or if a problem has been caused by us.
• Let you know what we have done to put things right.

We would hope to resolve any issues you raise with us, however if after following our internal complaints handling procedure you still feel we have not done so, you are free to contact our Ombudsman:-

Ombudsman Services:
The Property Ombudsman Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk

We are also regulated by RICS and ARLA.