Molly Jayne Estates Ltd – In-House Complaints Procedure

We are committed to providing a professional and personal service to all our clients and customers. If something goes wrong or you are dissatisfied with our service, we want you to tell us. This allows us to address your concerns promptly and improve the service we provide.

Where appropriate, we will make reasonable adjustments for anyone who may be disadvantaged because of factors such as age, disability, illness, bereavement, personal circumstances or because English is not their first language.

How to Make a Complaint

Please submit your complaint in writing and include as much information as possible, including:

• Your full name and contact details.

• The relevant property address.

• A clear description of each issue you would like us to investigate.

• Relevant dates and the names of anyone involved.

• How you would like the matter to be resolved.

• Copies of any supporting emails, letters or other evidence.

You can send your complaint by email or post:

By email:
sales@mollyjayneestates.co.uk

By post:
The Director
Molly Jayne Estates Ltd
Suite 2 Healey House
Dene Road
Andover
Hampshire
SP10 2AA

What Happens Next?

Stage 1 – Acknowledgement

We will acknowledge your complaint in writing within three working days of receiving it. We will also provide you with a copy of this complaints procedure.

Stage 2 – Investigation

Your complaint will be investigated by the Director, who will review the relevant records and speak to anyone involved where appropriate.

We will provide a formal written response within 15 working days of receiving your complaint. This response will address the issues you have raised, explain the outcome of our investigation and propose a resolution where appropriate.

If more time is reasonably required, we will contact you to explain the reason for the delay and confirm when you can expect a response.

Stage 3 – Final Review

If you remain dissatisfied with our response, please contact us again in writing and explain why you believe the matter has not been resolved.

Where reasonably possible, the complaint will be reviewed separately by someone who was not directly involved in the original matter. A final written response, known as our final viewpoint letter, will be issued within 15 working days of receiving your request for a further review.

As Molly Jayne Estates Ltd is a small independent business, it may not always be possible for a different member of staff to conduct a separate internal review. Where this applies, we will make this clear and our formal response will constitute our final viewpoint letter.

Our complete in-house complaints procedure will take no longer than eight weeks from the date we receive your written complaint.

If you remain dissatisfied after receiving our final viewpoint letter, you may refer your complaint to The Property Ombudsman for a free and independent review.

You may also refer your complaint to the Property Ombudsman if eight weeks have passed since you first complained to us and you have not received our final viewpoint.

The Property Ombudsman
33 The Clarendon Centre
Salisbury Business Park
Dairy Meadow Lane
Salisbury
Wiltshire
SP1 2TJ

Telephone: 01722 333 306
Website: www.tpos.co.uk

Complaints can be submitted through the complaints section of The Property Ombudsman’s website.

Important Time Limits

You should raise your complaint with Molly Jayne Estates Ltd within 12 months of the event you wish to complain about, or within 12 months of becoming aware of the issue.

If you receive our final viewpoint letter and wish to refer the matter to The Property Ombudsman, you must do so within 12 months of the date of that letter.

The Property Ombudsman requires complaints to be considered through our in-house complaints procedure before it can undertake an independent review.