Complaints Procedure

Cherish Property aims to provide a professional service to the highest level of customer satisfaction. Cherish Property is also committed to using complaints to review and improve the services provided.

Cherish Property intend to resolve all complaints at the first point of contact and informally usually by the Manager who is your point of contact.

When informal resolution is not possible Cherish Property has a clear and fair complaints procedure to follow.

Complaints should be made in writing or by email to:

Head of Customer Services

Cherish Property

Landmark House

Station Rd

Cheadle Hulme

SK8 7BS

Amy.Tytler@cherishproperty.co.uk

There are two stages to the Cherish Property Complaints Procedure:

STAGE 1 - Head of Customer Service Review

  • We will acknowledge your complaint by letter or email within 3 working days of receipt.
  • We may request further information to assist with the investigation if required.
  • The Head of Customer Service will undertake a full investigation into your complaint and speak to all the people involved to formulate a response.
  • A response will be sent to you in writing by letter or email within 15 working days.
  • More complex complaints may require longer to investigate. If a response cannot be prepared within 15 working days, we will let you know when a full response can be expected.
  • If you remain dissatisfied at this stage, you can ask for a stage two review of the complaint by writing to the Managing Director clearly stating the reasons why you do not agree with the stage one response.

STAGE 2 - Managing Director Review

  • We will acknowledge your stage two complaint by letter or email within three working days of receipt.
  • We may request further information to assist with the investigation if required.
  • All documentation relating to your complaint will be provided to the Managing Director who will carry out a complete and detached review.
  • You will receive a written statement prepared by the Managing Director who will set out the review findings and expressing the final view point of Cherish Property within 15 working days.
  • If a response cannot be prepared within this timescale we will let you know when this can be expected.

If you remain dissatisfied, you have the right to refer your complaint to:

The Property Ombudsman
Milford Hous
43-55 Milford Street
Salisbury SP1 2BPb
Tel: 01722 33330
www.tpos.co.uk

Please be aware that you have up to 12 months from the date of your final viewpoint letter to refer your complaint to the Ombudsman in writing if you wish to pursue this matter.