Internal Complaints Procedure Murray and Hayward Trading as Hayward Fox
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 and help us to ensure we continue to offer a professional level of service.
If you have reason to complain then we have the following complaints procedure in place to ensure your concerns are investigated and a response issued.
Stage 1
You should submit your complaint in writing providing as much detail as possible. Your complaint should be sent, either by post or email, to the office with whom you hold the complaint as follows:
Sales:
Brockenhurst Office: Gary Watson, Senior Sales Consultant, Hayward Fox, 1 Courtyard Mews, Brookley Road, Brockenhurst, Hampshire SO42 7RB Email: [email protected]
Milford on Sea Office: Martin Scott, Director, Hayward Fox, 9 High Street, Milford on Sea, Lymington, Hampshire SO41 0QF Email: [email protected]
New Milton Office: Barry Roche, Director, Hayward Fox, Alderson House, 17-19 Old Milton Road, New Milton, Hampshire BH25 6DQ Email: [email protected]
Sway Office: Simon Wembridge, Senior Sales Consultant, Hayward Fox, 1a Station Road, Sway, Lymington, Hampshire SO41 6BA Email: [email protected]
Lettings:
Sway Office: Kaitlin Hayward, Lettings Manager, Hayward Fox, 1a Station Road, Sway, Lymington, Hampshire SO41 6BA
We will acknowledge your complaint within 3 working days of receiving it, enclosing a copy of this procedure.
• We will then investigate the points you have raised and provide you with a written outcome of our investigations within 15 days from the date of our acknowledgement letter.
Stage 2
If we are unable to resolve this matter to your satisfaction, you may progress to Stage 2 of our Complaints Procedure.
You should submit your complaint, in writing, setting out the reasons you are unable to accept the response at stage 1, and request a further review either by post or email to:
Sales & Lettings: Brockenhurst, Milford on Sea, New Milton, and Sway Offices:
Chris Hayward FNAEA, Managing Director, Hayward Fox, 1 Courtyard Mews, Brookley Road, Brockenhurst, Hampshire SO42 7RB Email: [email protected]
• We will acknowledge your complaint within 3 working days Version date July 2018
• We will then investigate the points you have raised and provide you with a written outcome of our investigations within 15 days from the date of our acknowledgement letter.
Stage 3
Brockenhurst, Milford on Sea, New Milton and Sway Offices:
If we are unable to resolve the matter to your satisfaction after completion of our stage 1 and stage 2 processes, and you have no new or additional points to raise, then you may request confirmation from us that we have completed our internal complaints procedure. This should be addressed to the person who submitted the final response to you.
You will be able to refer your complaint to the Property Redress Scheme (PRS) as our redress provider. We will fully cooperate and release any information as requested. We will also adhere to the recommendations made as a result of a formal investigation. Details on how you can submit a complaint for review are on the attached link https://www.theprs.co.uk/Consumer
Version date July 2018