Complaints Procedure

We are sorry that you are dissatisfied with the service you have received from us. Client satisfaction is of utmost importance to us and this brief document outlines the procedure you should adopt in the event you wish to make a complaint.

This procedure is for handling complaints from our clients and anyone else to whom we owe a duty of care.

At Holroyd Miller we will always seek to deal with complaints quickly and with as little formality as possible. Please would you set out your complaint in writing and address the correspondence to The Complaints Handling Partner ( details below ), explaining your relationship to Holroyd Miller and the details and nature of your complaint, including the reason for your dissatisfaction and any background information that might be relevant.

Upon receipt of a written complaint, written confirmation of receipt will be issued within 5 working days and we will contact you with a full response or an update on progress within 28 days of receipt of your written complaint.

Complaints Handling Partner

Complainants should address their verbal and written complaints to:-

Jonathan Kidd MRICS
Holroyd Miller
4 & 6 Newstead Road
Wakefield
WF1 2DE

Telephone: 01924 299494
Email: [email protected]

If the complaint relates to The Complaints Handling Partner and you do not wish the matter to be dealt with by him, or if he feels it is inappropriate for him to deal with the complaint, the complainant will be given details of an alternative partner who will deal with the matter.

Third Party Redress

At Holroyd Miller we will do all we can to resolve complaints without having to involve third parties. If a complainant is not satisfied, having gone through our internal C.H.P. you can refer the matter to the following third party schemes:

For complaints relating to Residential Estate Agency and Residential Property Management matters:

The Property Ombudsman
33 The Clarendon Centre,
Salisbury Business Park,
Dairy Meadow Lane,
Salisbury,
Wiltshire.
SP1 2TJ

Telephone: 01722 333306
Email: [email protected]
Web: www.tpos.co.uk

For complaints relating to Residential Survey and Valuation matters:

Centre for Effective Dispute Resolution (CEDR)
100 St. Paul’s Churchyard,
London
EC4M 8BU

Tel: +44 (0)20 7536 6000
Email: [email protected]

For Business to Business complaints:

RICS Dispute Resolution Service
55 Colmore Row,
Birmingham,
B3 2AA

Tel : 020 7334 3806
Fax : 020 7334 3802
Email: [email protected]
Web: www.rics.org/drs

If you are unsure which scheme relates to your complaint please don’t hesitate to call us for confirmation.