Internal Complaints Procedure

Internal Complaints Procedure

Here at J.R. Hopper & Co. we are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below. Your Complaint should be sent to Brian Carlisle by email (brian@jrhopper.com) or post (Central Chambers, Market Place, Leyburn, DL8 5BD).

What will happen next?

• We will send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. We will review your file and speak to any members of our team who were involved. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review by post (Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP), phone (01722 333306) or email (admin@tpos.co.uk).

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through our internal complaints procedure before being submitted for an independent review.