Complaints Handling Procedure

We are committed to providing a professional service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to maintain and improve our standards.

If you have a complaint, please put it in a written letter addressed to Paul Butler (“the Director”) Ullyotts, 64 Middle Street South, Driffield, East Yorkshire YO25 6QG including as much detail as possible.  We will then endeavour to respond in line with the time frames set out below.  If you feel we have not tried to address your complaint within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter.

What will happen next?

• We will endeavour to send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the Director who will review your complaint and speak to the member or members of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter unless you introduce new material or vary your complaint during this process, in which case that will again start the 15 working day period.