Complaints Procedure

Scott’s and Sons ltd

We are committed to providing a high standard of service to all our clients. If something goes wrong, we need you to tell us about it so we can improve. We take all complaints seriously and aim to resolve them quickly and fairly.

1. How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us in writing using one of the following methods:

Email: info@scottsandsons.com

Post: 119 Bedonwell Road, Bexleyheath DA7 5PS

Phone (for initial reporting only): 07392885408

Please include:

Your name and contact details

The property address (if applicable)

A clear description of your complaint

What you would like us to do to resolve it

Any supporting documents or evidence

2. What Happens Next

We will acknowledge your complaint in writing within 3 working days.

A full and thorough investigation will be carried out by a senior member of staff not directly involved in the matter.

You will receive a formal written response within 15 working days of our acknowledgement. If more time is required, we will inform you and provide a new deadline.

3. If You Are Not Satisfied

If you are still unhappy after receiving our final response, or if we fail to resolve the issue within 8 weeks, you may refer your complaint to our independent redress scheme:

[ Property Redress Scheme]

You must refer your complaint within 12 months of our final response.

Please note: The redress scheme can only deal with complaints once they have been through our internal process.

4. Client Money Protection

We are a member of [], which protects your money while it is in our possession. You can request a copy of our CMP certificate at any time.

Thank you for helping us improve our service.