Complaints procedure

We aim to give every client a high standard of service. If something falls short, we want to know — and to put it right. The Grange is a member of The Property Ombudsman and follows its Code of Practice, so you also have an independent route if we cannot resolve things between us.

Stage one — tell us

Please put your complaint in writing so we have the full picture. Email [email protected], or write to: The Grange, Invermay Cottage, Grange, Keith, AB55 6SN, marked for the attention of Tracy MacDonald.

We will acknowledge your complaint in writing within 3 working days, look into it, and send you a full written response within 15 working days. If we need longer, we will tell you why and when to expect our reply.

Stage two — a final review

If you are not satisfied with our response, write to us again and we will review the matter at a senior level and send you a final viewpoint letter within 15 working days. This is our last word on the complaint.

The Property Ombudsman

If you remain unhappy after our final viewpoint — or if eight weeks have passed since you first raised your complaint — you can refer the matter, free of charge, to The Property Ombudsman. You must do so within 12 months of our final viewpoint letter. The Ombudsman is independent and can award redress.

• The Property Ombudsman, Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
• Telephone: 01722 333306
• Email: [email protected]
• Web: www.tpos.co.uk

The Ombudsman will normally only consider a complaint once it has been through our own complaints procedure first.