Complaints Procedure – Haig Property Ltd

At Haig Property, we are committed to delivering a high standard of service to all our clients and customers. If something has not met your expectations, we welcome the opportunity to address it. Your feedback is invaluable in helping us maintain and improve our standards.

How to Make a Complaint

If you wish to raise a complaint, please submit it in writing, providing as much detail as possible. This enables us to fully understand the issue and respond appropriately.

You may send your complaint to: Email: info@haigpp.co.uk Post: Haig Property Ltd, Office 2, 8/9 Stratford Arcade, 75 High Street, Stony Stratford, Buckinghamshire, MK11 1AY

If we have not resolved your complaint within eight weeks, you may be entitled to refer the matter to an independent redress scheme, even if we have not issued our final response.

What Happens Next?

1. Acknowledgement We will acknowledge receipt of your complaint within three working days, and provide a copy of this complaints procedure.
2. Investigation Your complaint will be investigated by the Office Manager, who will review all relevant documentation and consult with the staff member(s) involved.
3. Response A formal written response outlining the outcome of our investigation will be issued within 15 working days of our acknowledgement letter.
4. Further Review If you remain dissatisfied, you may request a further review. This will be conducted by a senior member of staff not previously involved in the matter. We will provide a final written response within 15 working days of receiving your request for review.

• Complaints must be submitted to The Property Redress Scheme within 12 months of receiving our final viewpoint letter.
• The Property Redress Scheme requires that all complaints are first addressed through our internal procedure before being considered for independent review.