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Halls Complaints procedure

Halls is committed to providing good quality professional services. We recognise, however, that we sometimes get things wrong or make mistakes. To deal with this we have a complaints procedure.

How to Complain

 Step 1: Contacting us

The first step is to talk to a member of staff. This can be done quite informally, either directly or by telephone.

Usually, the best staff member to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to talk to someone else, then ask for their relevant line manager.

We will try to resolve the problem on the spot if we can. If we can’t do this, for example, because information we need is not to hand, then we will make a record of your concern and arrange the best way and time for getting back to you. This will normally be within five working days or we will make some other arrangement acceptable to you.

Step 2: Taking your complaint further

If you have a complaint, please put it in writing, to the Managing Director of Halls, located at our Head Office, Halls Holdings House, Bowmen Way, Battlefield, Shrewsbury, SY4 3DR, including as much detail as possible.  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?

  • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

Step 3:  Taking your complaint outside the organisation

 

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
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk

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.

For business to business complaints please use:

RICS Dispute Resolution Service, Surveyor Court, Westwood Way, Coventry CV4 8JE

Telephone: 020 7334 3806   Email: [email protected]   Website: www.idrs.ltd.uk

For credit broking complaints relating to financial products sold please use:

Financial Ombudsman Service, Exchange Tower, London E14 6SR

Telephone: 0800 023 4567   Website:  www.financial-ombudsman.org.uk