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

We hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them chance to put things right. However, if you are still unhappy, the next step is to put your complaint in writing to the Managing Director of Halls, located at our Head Office, Halls Holdings House, Bowmen Way, Battlefield, Shrewsbury, SY4 3DR, setting out the details, explaining what you think went wrong and what you feel would put things right.

Once the Managing Director receives a written complaint, he will arrange for it to be fully investigated. Your complaint will be acknowledged in writing within 5 working days of the Managing Director receiving it and the letter will say when you can expect a full response. This should normally be within three weeks unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will let you know what action is being taken and tell you when we expect to provide you with a full response.

Step 3:  Taking your complaint outside the organisation

if you are not satisfied with the Managing Directors response, then please refer your complaint to the relevant redress scheme detailed below.

For consumer complaints please use:

Ombudsman Property Service:  Milford House, 43-55 Milford Street, Salisbury SP1 2BP

Telephone: 01722 335458   Fax: 01925 530271   Email: This email address is being protected from spambots. You need JavaScript enabled to view it.   Website: www.surveyors-ombudsman.org.uk

For business to business complaints please use:

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

Telephone: 020 7334 3806   Email: This email address is being protected from spambots. You need JavaScript enabled to view it.   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

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