Complaints Procedure

In-House Complaints Procedure

We aim to provide a high standard of service to all our customers, at all times. However, sometimes things can go wrong and if that happens we are committed to resolving matters promptly and fairly.

If you have a complaint, please put it in writing, including as much detail as possible to Mrs Debbie Limb, with the details of your complaint setting out clearly the reasons for your grievance(s) together with dates, names of any staff members you dealt with and enclosing/attaching any supporting evidence to

Matthew Limb Estate Agents Ltd, Unit 2, Brough Shopping Park, Welton Road, Brough, HU15 1AF

We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  1. Mrs Limb is required to acknowledge your complaint in writing (letter or email) within 3 working days of receiving it.
  2. Your complaint will be reviewed and you will be provided with a formal written outcome of her investigation within 15 working days of her receiving the complaint.
  3. Should you not be satisfied with Mrs Limb’s response you may write to us again and a further review of your complaint will be carried out by Matthew Limb.
  4. 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 Ltd
Milford House
43-45 Milford Street
01722 333 306

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.

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