Complaints procedure
At Maclaren Specter we make every effort to offer the best possible service so hope that you don’t have any reason to complain. However, if there is something you’re not happy with, we’d like to hear from you right away so we can try to put matters right quickly and efficiently.
How to report a complaint
Stage One – Dedicated Contacts
At McLaren Specter we pride ourselves on our customer experience, however we do understand that from time to time things do not always go to plan. In these instances, we would always encourage you to speak with your Dedicated Contacts in the first instance to resolve any concerns. Our team are well trained and are on hand to support you with any situation.
Stage Two – Team Leader
If your Dedicated Contacts has been unable to resolve your complaint, we would ask that you inform us of any issues formally in writing, using one of the following channels –
- Email: Send us an email via our website (http://www.mclarenspecter.com/contact)
- Post: Customer Care Department
We ask that all complaints are put in writing as soon as possible to allow us to investigate fully. All such complaints will be investigated fully before we respond. Our intention is to resolve your concerns within 48 hours. Sometimes it may take longer to investigate fully, and if this happens, we will let you know within three working days. The latest that you will receive a response is within 15 working days.
Stage Three – Senior Manager
If you remain dissatisfied following receipt of our Stage Two response from the relevant Team Leader, you may address your concerns to the Senior Manager in writing within one month of receipt. Your complaint will be acknowledged within three working days of receipt and you will be provided with a final written response from the Senior Manager within 15 working days.
Stage Four– The Property Ombudsman
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
Your complaint will not be considered by the Property Ombudsman Service unless we have exhausted our internal complaints procedure
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 this in-house complaints procedure, before being submitted for an independent review.