Complaints Handling Policy | Kendal Estate Agents

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Complaints Handling Policy

We are a firm regulated by RICS and therefore we have two stages to the Complaints Handling Procedure:

• Consideration of the complaint by a senior member of the firm or the firm's
designated complaints handler.

• If the complaint cannot be resolved, referral to an independent third party with the
authority to award redress.

All complaints made will be logged

Stage one

We have appointed Mr J Cooke to deal with your complaint. If you have a
question, or if you would like to make a complaint, please do not hesitate to contact

Mr J Cooke
Thomson Hayton Winkley Estate Agents
112 Stricklandgate

If you have initially made your complaint verbally - whether face-to-face or over the
phone - please also make it in writing, addressed to the above. This is to ensure
that we fully understand exactly what your complaint is and have a written record of

We will acknowledge the complaint within 7 days and will consider your complaint as quickly as possible. We will provide you with a full response or, if that is not possible, an update on what is happening with your complaint, within 28 days.

The first stage of our complaints handling procedure will involve full consideration of
your complaint by Mr Cooke on behalf of the firm. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of the investigation into your complaint, the matter will conclude.

Stage two

If we cannot agree on how to resolve the complaint then you will have the
opportunity to take your complaint to the final stage of our complaints handling
procedure, which is The Ombudsman Services.

Ombudsman Services
The Brew House
Wilderspool Park
Greenalls Avenue

Tel 0330 440 1634

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