Complaints Procedure

At City & Countrywide we are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.

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If you have a complaint, please put this in writing (as a letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.

 

Stage 1 – Your Complaint

 

Please put your complaint in writing either by letter or email and address it to Charlotte Fry – Office Manager. Please include as much detail as possible, including dates, names of any members of staff that you dealt with, and where you are able to enclosing/attaching any supporting evidence.

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Charlotte Fry– Office Manager
City & Countrywide Limited

The Civic Building

323 High Street

Epping

Essex

CM16 4BZ
Email: charlotte.fry@cityandcountrywide.com

 

Stage 2—Our Acknowledgement

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Your complaint will be acknowledged and we will start our in house complaints process within 3 working days of receiving your complaint.

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Stage 3—Our Investigation

Your complaint will be investigated and Charlotte Fry – Designated Client Care Manager will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate within 15 Working days of receiving your complaint.

 

Stage 4—Final viewpoint

If you remain dissatisfied your complaint will be investigated by Stuart Clark. The findings of this review and the final viewpoint will be issued within 8 weeks of the receipt of the complaint.

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