COMPLAINTS PROCEDURES

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Complaints Procedure

At Grafton Partners Limited, we are committed to delivering a professional service to all our clients and customers. If omething goes wrong, we want to hear about it. Your feedback helps us improve our service and resolve any issues promptly.

If you have a complaint, please submit it in writing (by letter or email). We will acknowledge and respond according to the timescales and stages outlined below.

Stage 1 – Your Complaint

Please put your complaint in writing and address it to:

Complaints Officer

Grafton Partners Limited

3rd Floor

45 Albemarle Street

London

W1S 4JL

Email: complaints@graftonpartners.com

Include as much detail as possible, such as dates, names of staff members involved, and any supporting evidence or documentation.

Stage 2 – Acknowledgement

We will acknowledge receipt of your complaint and begin our internal complaints process.

Timescale: Within 3 working days of receiving your complaint.

Stage 3 – Our Investigation

Your complaint will be investigated thoroughly. We will provide a formal written response addressing your concerns and proposing resolutions where appropriate.

Timescale: Within 15 working days of receiving your complaint.

Stage 4 – Final Viewpoint

If you remain dissatisfied, you may request a further review. A senior member of our team will conduct a separate review and issue our final viewpoint on the matter.

Timescale: Within 15 working days of receiving your request for a further review.

Stage 5 – The Property Redress Scheme

If our final viewpoint does not resolve the matter (or if more than 8 weeks have passed since your initial complaint), you may refer your complaint to:

The Property Redress Scheme

Limelight

1st Floor

Studio 3

Elstree Way

Borehamwood

Hartfordshire

WD6 1JH

Tel: 0333 321 9418

Website: www.propertyredress.co.uk

Email: info@propertyredress.co.uk

Timescale: You must refer your complaint to the Property Redress Scheme within 12 months of receiving our final viewpoint letter.