Complaints Procedure

Estate and Property Ltd is authorised and regulated by the Financial Conduct Authority (FCA number 519228).

We are committed to providing a professional service to all our customers.

If you are in anyway unsatisfied with the service you have received from Estate and Property Ltd, then we want to hear from you so we can try our best to put it right.

In the first instance of a complaint, please contact Estate and Property Ltd in one of the following ways:

By telephone on 015242 62616

By email to tcb@estateandproperty.co.uk

Or in writing to:

Estate and Property Ltd

43 Main Street

Bentham

Lancaster

LA2 7HJ

Our complaints handling process

Simplified complaints procedure

We aim to acknowledge receipt of your complaint within one working day.

If your complaint is of a nature that could be easily resolved, then we aim to investigate it and respond with a solution within three working days of confirmation of receipt of your complaint.

If you are happy to proceed with our proposed resolution, we will confirm in writing (either by post or email) that you have accepted our resolution.

If you are not happy with our proposed resolution, we will move the complaint over to our formal complaints procedure.

If the complaint is of a nature that cannot realistically be resolved in three working days, we will use our formal complaints procedure.

Formal complaints procedure

If your complaint falls into one of the following categories, we will use our formal complaints procedure.

1. You specify that you would rather your complaint be dealt with this way
2. We can’t resolve your complaint within three working days
3. Your complaint is of a complex nature that requires greater investigation and assessment

We aim to acknowledge receipt of a formal complaint within one working day.

We aim to investigate your complaint thoroughly and fairly.

We will contact you in writing (either by post or email) to confirm the outcome of our investigation and what steps we will take to rectify the problem.

If we are nearing the eight week target and we have not yet finished our investigation, we will contact you to let you know how much longer we expect our investigation to take.

If you are not happy with the investigation going outside the eight week target, you can take the complaint to the Financial Ombudsman Service.

Financial Ombudsman Service

If you are not happy with our proposed resolution or if you are unsatisfied should the investigation take longer than eight weeks, you can refer the complaint to the Financial Ombudsman Service (FOS).

You can contact the FOS by telephoning 0800 023 4567

Or emailing complaint.info@financial-ombudsman.org.uk

You can also visit their website and refer complaints to them online by visiting https://www.financial-ombudsman.org.uk

We aim to be accessible to all, so please contact us if you are experiencing any difficulties with our complaints procedure.