x Complaints Procedure - SheratonLaw

Complaints Procedure

What can I do if I am not satisfied with the service I have received from you?

Whilst we are committed to providing a quality service, we acknowledge that on occasions things can go wrong. If we do not meet your expectations and you are dissatisfied in some way, then we wish to know. Most complaints stem from a lack of communication, in that either we misunderstand your instructions or customers misunderstand the service we provide.

In the first instance, we would encourage you to discuss any problems verbally and informally with your principal contact within the company. If this office is the source of your complaint, staff here should be able to help quickly and answer any questions you may have. If this does not resolve your concerns, then the Company’s formal procedure can be invoked.

We have adopted a formal two stage procedure to ensure that any complaint is dealt with fairly and that anyone with a grievance is aware of the procedure to follow, thus avoiding any additional frustration.

How do I make a formal complaint to you?

Stage 1

If the verbal and informal approach does not satisfactorily deal with your concerns, we ask that you put your complaint in writing to the Property Manager responsible for the site about which you wish to complain. We advise you to keep copies of all correspondence sent to us and notes of any conversations or telephone calls.

In order that we can help resolve your concern as quickly and efficiently as possible,

we ask you to provide the following information in the letter of complaint:

  • Your name, address and a daytime telephone number on which you can be contacted.
  • The name and office location of the individual within the company with whom you have been dealing.
  • A clear description of your complaint, giving concise details of what you believe has gone wrong. Details of what you would wish to be put right.

Your letter will be acknowledged within 3 working days of receipt and you will be advised of the timescale for sending a full reply, which will usually be within 15 working days of the acknowledgement. An internal investigation into your complaint will be undertaken and, following completion of the same, you will be provided with a full response with details of what actions we have taken or will take. It is hoped that this response will resolve the matter to your complete satisfaction.

What can I do if I am still not satisfied?

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) then it may be appropriate for the matter to be referred to an independent third party.

You can contact The Property Redress Scheme to request an independent review:

Property Redress Scheme

Premiere House,
1st Floor,
Elstree Way,
WD6 1JH.

Phone: 0333 321 9418
Web: https://www.theprs.co.uk/

Please note the following: You will need to submit your complaint to The Property Redress Scheme within 6 months of your last communication with Sheraton Law, including any evidence to support your case. The Property Redress scheme requires that all complaints are addressed through Sheraton Law’s in-house complaints procedure, before being submitted for an independent review.

This is a free service.

If your complaint is in a business or corporate capacity, you should contact:

Centre for Effective Dispute Resolution (CEDR)
70 Fleet Street

Web: https://www.cedr.co