Making a Complaint

The Venmore Group is now one of the area’s largest independent groups of estate agents, valuers, auctioneers and property managers, incorporating such well-known names as Venmore, Bradshaw Farnham & Lea and Ball & Percival and offers access to a team of highly experienced property professionals providing a comprehensive range of property services across Merseyside, the Wirral, West Lancashire and Cheshire.

Your best interests are our top priority and each and every aspect of our service is rooted in our commitment to the highest degree of customer care and professional integrity. We are constantly striving to find new ways to improve our service to clients and our complaints procedure has been designed to ensure any problems are dealt with promptly and efficiently.

If you wish to make a formal complaint or comment about any aspect of our service, we will do our best to resolve the matter in-house to your complete satisfaction.

There are a number of key stages in our complaints procedure.
 

1. Where your complaint is made orally, you will be asked to send a written summary of that complaint to the contact detailed on this leaflet if we have not been able to respond this via telephone.
2. Once we have received the written summary of the complaint, we will contact you, in writing, within seven days where possible, to inform you of our understanding of the circumstances. You will then be invited to make any comments you have in relation to this.
3. Within 21 days, where possible, of receipt of your written summary, we will write to you in order to inform you of the outcome of the investigation into your complaint and what actions have been or will be taken.
4. If you are dissatisfied with any aspect of the handling of your complaint, you should write to our Head Office, Prospect House, Columbus Quay, Riverside Drive, Liverpool, L3 4DB. The Managing Director will then personally conduct a separate review of your complaint and its investigation and contact you within seven days, where possible, to inform you of the conclusions.

If you remain dissatisfied with any aspect of the handling of your complaint, we will attempt to resolve this promptly through negotiations or otherwise agree to enter into mediation with you in accordance with the relevant body responsible for dispute resolution as detailed within the relevant sections of this leaflet. This may include the Centre for Dispute Resolution (CEDR) model mediation procedure or the mediation process operated by the Royal Institution of Chartered Surveyors.

The first stage in dealing with any complaint is to contact the branch manager dealing with the case. If you feel this is not appropriate or that the issue has not been resolved satisfactorily please write to the point of contact provided within this leaflet.

If you wish to raise any issues regarding our services or our in-house complaints procedure, these should be addressed to The Venmore Group, Prospect House, Columbus Quay, Riverside Drive, Liverpool, L3 4DB.

If you have a complaint about our estate agency services and you have been unable to settle the matter with the office manager concerned, please address your complaint to Mr Paul Lea, The Venmore Group, Floor 2, Prospect House, Columbus Quay, Riverside Drive, Liverpool, L3 4DB.

If we are unable to resolve the matter to your satisfaction in house, in accordance with our complaints procedure, the matter can be referred to The Property Ombudsman, Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire SP1 2BP. Tel: 01722 333306. [email protected] or to the National Association of Estate Agents (NAEA), Arbon House, 6 Tournament Court, Edgehill Drive, Warwick CV34 6LG Tel: 01926 496 800. [email protected].

If you have a complaint about our Property Management Service, the complaint should be addressed to [email protected] or via post,The Venmore Group, Prospect House, Columbus Quay, Riverside Drive, Liverpool, L3 4DB.
 

1. Where your complaint is made orally, you will be asked to send a written summary of that complaint to the contact detailed on this leaflet if we have not been able to respond this via telephone.
2. Once we have received the written summary of the complaint, we will acknowledge your complaint in writing. It will then be forward on to the department/branch manager who will contact you within seven days where possible, to inform you of our understanding of the circumstances. You will then be invited to make any comments you have in relation to this.
3. Within 21 days, where possible, of receipt of your written summary, we will write to you in order to inform you of the outcome of the investigation into your complaint and what actions have been or will be taken.

If we are unable to resolve the matter to your satisfaction in-house, it can be referred to The Property Redress Scheme, Premiere House, 1^st Floor, Elstree Way, Borehamwood, WD6 1JH. Tel: 0333 321 9418, [email protected].   Alternatively, we are members of Safeagent and their contact details are Tel: 01242 581 712 or  [email protected]

If you have a complaint relating to a Survey and Valuation, Commercial Agency or Professional matter, these should be addressed to The Venmore Group, Prospect House, Columbus Quay, Riverside Drive, Liverpool, L3 4DB.

If we are unable to resolve the matter to your satisfaction in-house, in accordance with our complaints procedure, we agree to enter into mediation with you through the Centre for Dispute Resolution (CEDR) model mediation procedure or the mediation process operated by RICS Regulation, Surveyor Court, Westwood Way, Coventry CV4 8JE – Tel:020 7695 1670 or by email to [email protected].

Any complaints relating to the Auction Department should, in the first instance, be addressed to Mr Paul Lea, The Venmore Group, Second Floor, Prospect House, Columbus Quay, Riverside Drive, Liverpool, L3 4DB. If we are unable to resolve the matter to your satisfaction in-house, in accordance with our complaints procedures, we agree to enter into mediation with you through the Centre for Dispute Resolution (CEDR) model mediation procedure or the mediation process operated by RICS Regulation, Surveyor Court, Westwood Way, Coventry CV4 8JE – Tel:020 7695 1670 or by email to [email protected].

For full details of the services we offer please visit www.venmores.co.uk