Complaints Procedure

, Complaints Procedure

Hunter Ashley Sales and Lettings are committed to delivering the highest standard of service to all of our customers. We listen carefully to the views of our customers and respond accordingly. If you should wish to lodge a formal complaint, please follow the structured protocol below.

Speak directly to the office Manager

, Complaints Procedure
The first step is to verbally raise your concern with the appropriate office manager at Hunter Ashley Sales and Lettings.
If you don’t manage to resolve your issue then you should:

Write a letter to the Director

, Complaints Procedure
Your views are important to us and we will swiftly respond within 3 working days of receipt of your letter. We will then initiate an official investigation. You will be sent a formal letter within 15 days outlining the outcome of the investigation.
If you don’t manage to resolve your issue then you should:

Write a letter to the Director of Customer Services and Compliance of Hunter Ashley Sales and Lettings
, Complaints Procedure

Director of Customer Services and Compliance of Hunter Ashley Sales and Lettings
12 Portland House
Arnison Avenue
High Hunter Ashley
HP13 6DQ

Again, you will be sent an acknowledgement of your request within 3 working days of receipt of your letter. We will then initiate further investigations.
You will then be sent a formal letter within 15 days outlining the outcome of the investigation.
A written statement will be sent that details Hunter Ashley Sales and Lettings final view of the investigation. Any offers made will be outlined in this this letter. At this point if you are not satisfied then you are entitled to request a review of the issue by the Property Ombudsman within 12 months.

Refer the matter to the Ombudsman