Complaints procedure

We would rather hear it than lose you quietly. This procedure meets the requirements of our memberships of Propertymark and The Property Ombudsman.

Step 1 — Tell the person handling your matter

Most problems are fixable the same day. Raise it with your negotiator or property manager first, by phone or email.

Step 2 — Formal complaint to a director

If unresolved, write to Andrew Ellcott (sales) or Louise Mayne (lettings) at 31 Montpellier Parade, Harrogate, North Yorkshire HG1 2TG or hello@ellcottmayne.co.uk, marked “Formal complaint”. We will acknowledge in writing within 3 working days and send a full written response within 15 working days of the acknowledgement.

Step 3 — Final viewpoint

If you remain dissatisfied, ask for a review; a director not previously involved will issue our final viewpoint letter within 15 working days.

Step 4 — The Property Ombudsman

You may refer the matter to The Property Ombudsman, free of charge, within 12 months of our final viewpoint: tpos.co.uk, Milford House, 43–55 Milford Street, Salisbury SP1 2BP, 01722 333 306. We are also obliged to refer you to TPO if a complaint has not been resolved 8 weeks after it was first raised.

Nothing in this procedure affects your statutory rights.