The marshall group are committed to delivering the highest standards of customer service in everything we do. Our clients have come to realise this and expect this from us in all aspects of our work. We do however recognise that there may be times when you might be dissatisfied if we have failed to deliver a service to the high standard set. Complaints can provide us with valuable information about how and where we can improve. We welcome this feedback as it provides us with an opportunity to learn more about our customers’ needs and expectations, and to continually improve the services that we deliver.
Our Complaints Handling Procedure is detailed below:
We will try to deal with your complaint informally. This means that you should phone or take your complaint to the member of staff who you have been dealing with. They will do their best to settle your complaint without you needing to do anything else.
If you have spoken to the relevant member of staff about your complaint but they have not been able to put things right, or you are not happy with the result, the next step is for you to make a formal complaint. At this stage, you should put your complaint in writing. You can do this by writing to us at: Customer Care, The marshall group, 66 Rodney Street L1 9AF.
We will write to you within three working days to let you know we have received your complaint. We will give you a reference number and the name of the senior manager who will investigate your complaint. This information will make it easier for you to contact the person dealing with your complaint if you need to. The senior manager will investigate your complaint, take any necessary action and make sure you receive a written reply within 15 working days. If your complaint needs more investigation, we will write to you and let you know when you will receive a written reply.
If you have been through steps one and two and are still not happy with the results of our investigations, you will need to contact in writing Customer Care as above quoting your complaint reference number and ask for the complaint to be escalated to stage 3.
The Managing Director will review your complaint and issue you with a final written response. The decision made at this stage is the end of our internal complaints procedure.
The Property Ombudsman
If you are still not satisfied with the steps taken by us, you may have your complaint investigated by The Property Ombudsman Ltd, 4 Bridge Street, Salisbury, Wiltshire, SP1 2LX (Telephone: (01722) 333306 or e-mail: firstname.lastname@example.org ).
It is a condition of our NFOPP membership that we offer access to the Property Ombudsman scheme if a dispute is not resolved within 8 weeks from your activation of Step 2 our complaints procedure.