In-House Complaints Procedure
T14582-0
At Maison Sage, we are committed to providing the highest standard of service to our clients and customers. However, if something goes wrong or you are dissatisfied with any aspect of our service, we want to hear from you so that we can investigate your concerns and, where appropriate, put matters right.
How to make a complaint:
If you wish to make a complaint, please contact us in writing and provide as much detail as possible about your concerns.
Complaints should be sent to:
Julian Masson Maison Sage Group Ltd
Email: julian@maisonsage.co.uk
Address: Gable House, 18-24 Turnham Green Terrace, Chiswick, London, W4 1QP.
What happens next?
- We will acknowledge receipt of your complaint in writing within three working days, enclosing or providing a copy of this complaint’s procedure.
- We will investigate your complaint fully and fairly. Your complaint will be reviewed, together with any relevant correspondence, documentation and records.
- We will provide you with a formal written outcome of our investigation within 15 working days of receiving your original complaint.
- If you remain dissatisfied, you may request a further review of the complaint. Where possible, this will be carried out separately from the initial investigation.
- We will provide our final written viewpoint within 15 working days of receiving your request for a review.
The Property Ombudsman
If you remain dissatisfied after receiving our final viewpoint, or if more than eight weeks have passed since you first made your complaint and the matter has not been resolved, you may refer your complaint to The Property Ombudsman for an independent review.
The Property Ombudsman can be contacted at:
The Property Ombudsman Unit 159756
PO Box 7169 Poole
BH15 9EL
Telephone: 01722 333 306
Website: www.tpos.co.uk
Make a Complaint – https://selfserve.tpos.co.uk/
Please note that complaints should normally be referred to The Property Ombudsman within 12 months of receiving our final viewpoint, together with any evidence you wish to provide in support of your complaint. The Property Ombudsman requires that all complaints are first addressed through our in-house complaints procedure before being submitted for independent review.