Complaints handling procedure

Six Eves Ltd T/As Susan Eve Estate Agency a Member of The Property Ombudsman, aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

This provides for the matter to be dealt with internally by Mr Michael Eve and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.

If you have a complaint:

If you believe you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time.

To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact our complaints manager Mr Michael Eve.

To register a complaint contact us by either:

Writing to us: Susan Eve Estate Agency, 79 Victoria Road East, Thornton Cleveleys, Lancashire, FY5 5BU

Email: mike@seea.co.uk

Calling us on: 01253 822000

We will try and acknowledge receipt of your complaint within 24 hours of receipt, but certainly no later than 3 working days. Then it will be investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint.

If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint reviewed by our other Director, Susan Eve, at the same address.

In the event that the final review as detailed above still fails to satisfy your complaint, then you are at liberty to have the matter referred to the The Property Ombudsman. We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification.

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