Here at Storeys Of Cheshire, we are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below.

Send Your Complaint To:

Alexandra Storey, Director, Storeys,
57 Church Street, Davenham CW9 5NF
[email protected]

What Will Happen Next?

• We will send you an email/letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

• We will then investigate your complaint. We will review your file and speak to any members of our team who were involved. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

• 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 our Managing Director. Should you wish to escalate to this stage then please write to:

Ian Storey, Managing Director, Storeys
57 Church Street, Davenham CW9 5NF
[email protected]

• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman,
Milford House,
43-45 Milford Street,
Salisbury,
Wiltshire
SP1 2BP

01722 333 306
www.tpos.co.uk

Please Note the following:
You will need to submit your complaint to the Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Version date January 2021