Complaints Policy

At Andrews and Stacey, we uphold a standard of professionalism in all our dealings with clients and customers. We understand that occasionally, issues may arise, and we are dedicated to resolving them promptly and effectively. Your feedback is invaluable to us as it enables us to continually enhance our services and address any concerns you may have.

Submitting a Complaint

Should you have a complaint, we kindly request that you submit it in writing, providing as much detail as possible. This enables us to comprehensively understand the issue and work towards a resolution. If you believe that we have not adequately addressed your complaint within eight weeks, you have the option to refer the matter to the Property Ombudsman for further consideration.

Complaint Resolution Process

Here's what you can expect when you submit a complaint:
Acknowledgment: Upon receiving your complaint, we will send you an email acknowledging its receipt within three working days. This email will include a copy of our complaint’s procedure for your reference.
Investigation: Your complaint will be thoroughly investigated, typically by our office manager. This involves reviewing your file and consulting with the staff member involved. You can anticipate receiving a formal written outcome of our investigation within 15 working days of the acknowledgment email.
Further Review: If you remain dissatisfied after receiving the outcome of our investigation, you have the option to request a separate review by a senior member of our staff. We will endeavour to provide you with a response within 15 working days of receiving your request.
Final Viewpoint: Following the additional review, we will write to you confirming our final viewpoint on the matter within 15 working days.
Independent Review: Should you still be unsatisfied after completing our in-house complaint procedure, or if more than eight weeks have lapsed since the initial complaint, you have the right to request an independent review from The Property Ombudsman.
Additional Options: You also have the option to lodge a complaint with the Information Commissioner’s Office. For further guidance on your rights, please feel free to contact the Information Commissioner’s Office or your local Citizens Advice Bureau.

At Andrews and Stacey, we are dedicated to ensuring your satisfaction and resolving any issues you may encounter. Your feedback is crucial in helping us maintain our commitment to excellence in service delivery.