Hollywell Homes are committed to providing a professional service to all of our clients and customers. If and when something goes wrong, please tell us about it, we firmly believe that open communication helps us, as a business that is dedicated to impeccable standards, to improve our service and standards where possible.
If you do have a complaint about a member of staff or part of our service then please put this in writing with as much detail as possible and email to info@hollywellhomes.co.uk or via post to Hollywell Homes, The Kiln, 2 Copenhagen Street, Worcester, WR1 1HB. We will then respond within the timeframes set out below:
Once a complaint is received in writing we will send you an email acknowledging receipt of your complaint within three working days attaching a copy of the following procedure.
After which time we will then investigate your complaint. This will normally be dealt with by a senior member of the team 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 email/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 with a Director of the business.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
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.
The Property Ombudsman
Milford House, 43-55 Milford Street
Salisbury, Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk , 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 complaint’s procedure, before being submitted for an independent review.
