When issues arise, it is vital that you inform us, this assists us in enhancing our standards. Initially the team you usually deal with will try and resolve the matter. If you wish for the matter to be addressed further and to make a formal complaint, please submit it in writing to:
Rosa Maitland-Price
Acrea Estate Agency
10 High Street
Rhuddlan
LL18 2UB or rosa@acrea.co.uk include as much detail as possible, for example;
• Your full name
• Your contact details
• Your relationship to the property including full property address
• Your complaint
• How you would like it resolved

We will then deal with this in line with the below process;
• We will acknowledge receipt of your complaint within 3 working days
• We will investigate your complaint at the relevant level, usually a branch manager, where we will review the file and gather team the teams account of the situation
• We will write to you with an outcome within 15 working days of the complaint or advise you if we require more time

If you are unhappy with the outcome you should contact us again

• We will arrange for a separate review from a more senior member of the team and relay the final outcome within 15 working days of the request for a review or advise you if we require more time

If you are still unhappy with the outcome, or eight weeks have elapsed since the first complaint in writing, you can contact The Property Ombudsman for an independent review online at www.tpos.co.uk or
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

You will need to do this within 12 months of our final viewpoint letter and include any evidence. Our membership number is D5753.