Chantries and Pewleys Complaints Policy & Procedure

Chantries and Pewleys are committed to providing an excellent quality service to all customers. We welcome all feedback from customers so we may continue to improve the level of service we provide. We also appreciate positive commentary to applaud the excellent customer service which all our staff aim to deliver. 

If you consider that our service falls below that which you would wish, we would very much hope that you will discuss this with us as the problem arises. Although we try to provide a first class service, there can be times when you become concerned and we would wish to be advised immediately so that we can reassure you and take any necessary course of action. 

If a customer’s concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed. 

Formal Complaint Procedure 

We are sure you will be happy with our service but if you have any queries or complaints they should be sent in writing and addressed to:

For Sales – Please contact the Director for the relevant Sales Office.

For Lettings –

Stephen Batterbury – Lettings Manager – sbatterbury@chantriesandpewleys.comYou will receive a written reply within 14 working days.

If you are still dissatisfied any further correspondence should be sent to:

Anthony Brown – Director – ambrown@chantriesandpewleys.com
The Complainant’s responsibility

The complainant must explain the concern as clearly and as fully as possible, bring any complaint to the firm’s notice within 8 weeks of the issue arising, allow a reasonable time for the matter to be dealt with and recognise that in some cases, circumstances may be beyond that of Chantries and Pewleys control. 

Final Stage 

Complaints that are not resolved to your satisfaction can be sent to Property Redress Scheme.The Agent is a member a redress scheme approved by the Competition and Marketing Authority (“CMA”), and which is administered by Property Redress Scheme. A copy of the redress scheme is available from www.theprs.co.uk/

Our registration number is: PRS014645.