Complaints Procedure

At Elizabeth Humphreys Homes we always endeavour to provide our customers and clients with the most professional service possible.

If you feel that we have not met your expectations, please tell us, so that we can resolve any issues and improve our standards.

We hope you never do, but should you have a complaint, we require this (with as much information and detail as you can please) in writing. Once we have received your complaint the process below is followed. (If we have not addressed your complaint within eight weeks, you may be able to refer it to the Property Ombudsman, without our final viewpoint on the complaint).

1. Complaint is made in writing to Elizabeth Humphreys Homes
2. Elizabeth Humphreys Homes will send a written acknowledgement of the complaint within three working days (along with a copy of our complaints procedure).
3. Elizabeth Humphreys Homes will investigate your complaint (this will normally be done by Elizabeth Humphreys herself).
4. You will receive a written outcome of the complaint within fourteen working days of the date on which the acknowledgement was sent.
5. Still unhappy with the outcome? You can write to us again to ask for a further review of the complaint.
6. Within fourteen working days of us receiving your request for a further review, we will write back to you with our final viewpoint on the complaint.
7. Should you still be unhappy (or more than eight weeks have passed since you initially placed your complaint) you can ask the Property Ombudsman to do an independent review without charge. (The Property Ombudsman Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP 01722 333 306 admin@tpos.co.uk tpos.co.uk. (Please note you only have twelve months from the date you receive our final viewpoint to submit your complaint to The Property Ombudsman. They require all complaints to be addressed through the above in-house procedure before being submitted for an independent review).