When Matters Need Resolving: Our Approach to Handling Concerns.
At I G Property we value your feedback and are committed to resolving any concerns or issues you may encounter promptly and effectively.
Our complaints procedure outlines the steps to follow if you wish to make a complaint.
How to Raise a Complaint:
1. Informal Resolution
We encourage you to first attempt to resolve the issue informally by discussing it with the relevant staff member or supervisor. Many concerns can be addressed swiftly through open communication.
2. Formal Complaint
If your concern is not resolved informally, or if you prefer to proceed formally from the outset, please submit your complaint in writing to us.
- Contacting I G Property:
I G Property
22 High Petergate
York
YO1 7EH
Telephone: 01904 629929 Email: admin@igproperty.co.uk
If the complaint is sensitive or relates to a specific staff member, please mark it as Private and Confidential and address it to Mrs. Katherine Teasdale, General Manager. Emails can be sent to: katherine@igproperty.co.uk.
Please include details such as the nature of the complaint, relevant dates, and any supporting documentation.
What Will Happen Next
3. Acknowledgement
Your complaint will be acknowledged in writing within 3 working days.
Investigation
Upon receiving your formal complaint, we will promptly initiate an investigation. This may involve gathering additional information, speaking with relevant parties, and assessing any documentation provided.
Resolution
A formal written outcome of the complaint will be sent to you within 15 working days of sending the acknowledgement letter. If we require longer, we will inform you in writing and provide a revised response date.
Appeal Process
If you are dissatisfied with the outcome of the initial investigation, you have the right to appeal. Please respond to the written outcome, along with any additional information or evidence.
7. Review and Conclusion
Your appeal will be reviewed by an impartial party not previously involved in the complaint process. We will communicate the outcome of the appeal to you in writing within 15 days, along with any further actions to be taken.
Escalation:
8. Contact our Independent redress scheme:
If you remain dissatisfied following the completion of our complaints procedure, you may have the option to escalate your complaint to The Property Ombudsman.
- Contacting The Property Ombudsman:
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury, Wiltshire
SP1 2BP
Telephone: 01722 333 306 Website: www.tpos.co.uk
Email: admin@tpos.co.uk
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 complaints procedure, before being submitted for an independent review.
9. Contact Propertymark:
If you feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark. Go to the Propertymark website to download a complaint form.
Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.
- Contacting Propertymark:
Telephone: 01926 496791
Website: www.propertymark.co.uk/professional-standards/complaints Email: compliance@propertymark.co.uk
Thank you for following our complaints procedure. We are committed to resolving your concerns promptly and effectively.
I G Property Management Team
