Complaints Procedure
We take customer satisfaction seriously and that’s why it’s important for us to know when things go wrong. Telling us about it gives us the chance to fix things for you and improve our standards. This document explains how you can make a complaint to us and what we will do with it.
We will where appropriate and possible, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.
Contact us
We want to sort things out for you as soon as we can. The easiest and quickest way is by talking to us on 01225 302 362.
Alternatively, you can send us an e-mail to: ben.scott@escapeanddiscover.co.uk (if you are sending personal information, we recommend that you contact us first so we can arrange for your email to be sent encrypted.)
Or
Write to us at: Escape and Discover, 18 Broad Street, Staple Hill Bristol, BS16 5NX. Please include as much detail as possible about what’s gone wrong, along with your name, address, contact number and a convenient time for us to call you.
What we’ll need
Please provide us with as much information as possible when making your complaint. This will help us to understand the issue and resolve it quickly. Please include:
- Your name and address.
- A description of your complaint and how it’s affected you.
- When the issue happened and where.
- A contact number (or other preferred method of contact) and a convenient time to contact you.
What we’ll do
We’ll record your complaint and do everything we can to resolve it quickly:
We’ll acknowledge your complaint within 3 business days following receipt.
We’ll get in touch to discuss your complaint and seek a resolution.
For more complex issues, we may need more time to investigate your concerns. If this is the case:
We’ll keep you updated of our progress throughout our investigation.
We may need to contact you for more information using your preferred method of contact.
Our Response
Once we’ve completed our investigation, we’ll send you an outcome letter. This will outline the details of our investigation, how we reached our decision and, if appropriate, what we’re going to do to put things right. It will also provide information about The Property Ombudsman.
Timescales
Whilst we allow up 15 working days to resolve your complaint, we aim to resolve all complaints as quickly as possible. We’ll send you our outcome letter as soon as we’ve completed our investigation.
If, having reviewed our outcome letter, you are still not satisfied, please contact us again and we will arrange for a separate review to take place. A thorough review will be completed, following which you will receive a Final Viewpoint Letter. This can take up to a further 15 working ways.
The Property Ombudsman
If you don’t agree with our resolution of your complaint (or more than 8 weeks has elapsed since the complaint was first made) and you’d like to take it further, you can ask The Property Ombudsman (TPO) to independently review it without charge.
Web: www.tpos.co.uk
Email: admin@tpos.co.uk
Phone: 01722 333 306
Post: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Although you can refer your complaint to TPO at any time, The Property Ombudsman requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.
We’ll send you the full details of our decision in our Final Response, including your right to refer your complaint to TPO. If you do so, it should be within 12 months of the date on our Final Response.
