IN‐HOUSE COMPLAINTS PROCEDURE

We are committed to providing you with the highest level of service possible, but sometimes, things can go wrong. By letting us know when you have a problem, we can work with you to understand what’s happened and put it right. This will help us to improve our standards. This guide tells you how to make us aware of your views so that we can address any concerns you may have, quickly and professionally.

HOW DO I REPORT A COMPLAINT?

As with any issues, please initially contact your usual primary contact at HTS, either by phone or email. We will aim to resolve concerns immediately. If the matter cannot be resolved, and you wish to report a complaint, please put it in writing, including as much detail as possible and send it by email to info@htsestates.co.uk. Please clearly mark the email as a complaint and we will then respond in line with the time frames set out below.

WHAT HAPPENS NEXT?

  • We will send you an email acknowledging receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by a senior member of staff who will review your file and speak to the member of staff who initially dealt with you. A formal written outcome of our investigation will be sent to you within fifteen working days of sending the acknowledgement email.
  • All complaints are kept confidential and will be dealt with in a fair and unbiased way. If we don’t hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.
  • 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 an alternative senior member of staff or director.
  • We will write to you within fifteen working days of receiving your request for a review, confirming our final viewpoint on the matter. If we are unable to respond to you within this timescale, we will contact you to let you know when to anticipate a resolution.