 |
|
|
|
|
|
|
|
| |
For everyone who has custom with Countrywide Lettings there is a clear customer care procedure if either the landlord or the tenant considers Countrywide to have let them down in some way.
As a member of the Association of Residential Letting Agents and a market leader within the private rented sector, Countrywide aim to provide a high standard of service to clients and customers alike.
To ensure your interests are safeguarded and you are fairly treated we offer the following guidance on how an issue can be raised. |
|
|
| 1. |
All branch managers will deal with day to day problems on a one to one basis, but once a formal complaint has been raised i.e. “I am not satisfied with the standard of work/conduct/behaviour, etc and I wish to make a complaint”, then at this stage you are requested to put your complaint in writing and send it to the Area Manager responsible for the branch.
Should the Area Manager be unable to help, the Regional Director should be consulted, contact details below* |
|
|
| 2. |
Your grievance letter will be investigated thoroughly in accordance with the established in-house procedures and a reply sent to you within ten working days of receipt of your original letter. This reply may request further information from you, or advise you as to the progress of the investigation, or indeed the reply may be our conclusion following the investigation. |
|
|
| 3. |
Subsequently, if you are dissatisfied with the way your complaint has been handled, you may forward your complaint on to the relevant Divisional Director, as follows:
Southern Divisional Office
Countrywide Residential Lettings
2 Abbeygate Street
Bury St Edmunds
Suffolk, IP33 1UL
Northern Divisional Office
Countrywide Residential Lettings
65-66 Long Row
Nottingham
Nottinghamshire
NG1 6JN |
|
|
| 4. |
Finally, having exhausted our in-house procedures and you are still not satisfied you may refer your complaint to the Association of Residential Letting Agents, Maple House, 53-55 Woodside Road, Amersham, Buckinghamshire, HP6 6AA, who will consider your complaint in line with the criteria and procedures set out in their published complaints leaflet.
*Contact Details for Regional Directors and their respective Branch Coverage are as follows:
| North: |
Alan Bamford – Regional Director
127 Albert Road
Middlesbrough
Cleveland
TS1 2PQ
alan.bamford@crldirect.co.uk |
| Branches: Jesmond, Newcastle, Washington, Durham, Middlesbrough, Northallerton, York, Harrogate, Shipley, Darlington, Doncaster, Stockton Heath, Heswall, Chester, Cheadle Hulme, Allerton, Llandudno, Prestatyn, Sale, Maghull, Lancaster, Preston, Preston Entwistle Green, Blackpool, Blackburn, Bolton. |
| Midlands: |
Steve Richmond – Regional Director
65-66 Long Row
Nottingham
Nottinghamshire
NG1 6JN
steve.richmond@crldirect.co.uk
|
Branches: Derby, Derby FI, Nottingham, Mansfield, Mapperley, Bedford, Kings Lynn, Peterborough, Coventry, Dorridge, Leamington Spa, Stratford Upon Avon, Walsall, Stafford, Newcastle Under Lyme, Leicester, Loughborough, Nottingham FI. |
| South West: |
Marcia Turner – Regional Director
108 Whiteladies Road
Clifton
Bristol
BS8 2RP
marcia.turner@crldirect.co.uk |
Branches: Bath, Reading, Chippenham, North Finchley, Gerrards Cross, Swindon, Watford, Windsor, Cheltenham, Evesham, Oxford, Abingdon, Bicester, Truro, St Austell, Plymouth, Exeter, Bristol, Downend, Clifton AK, Yate. |
| South Coast: |
Leon Betchley – Regional Director
30 High Street
Newport
Isle of Wight
PO30 1SS
leon.betchley@crldirect.co.uk |
Branches; Southampton, Southampton MD, Woolston, Portsmouth, Bournemouth, Southsea, Chichester, Ventnor, Newport, Ryde, Worthing, Hove, Brighton, Alton, Farnham, Fleet, Guildford, Guildford GP Crawley, Horsham, Horsham GC, Basingstoke, Farnham - Carsons, Basingstoke - Carsons, Camberley – Carsons. |
| Scotland: |
Joann Mcintosh
101/107 Wellington Street
Glasgow
G2 2XT
joann.mcintosh@crldirect.co.uk |
|
Branches: Glasgow SH, Glasgow, Stirling, Edinburgh, East Kilbride |
| South East: |
Lee Ashley
28 Norfolk House
George Street
East Croydon
Surrey
CR9 1NT
lee.ashley@crldirect.co.uk |
|
Branches: Chelmsford, Southend, Petts Wood, Bromley, Billericay, Bromley, Croydon, Reigate, Sutton, Epsom, Esher |
| Kent: |
Sian Herbert
Kings Parade
High Street
Ashford
TN24 8TA
sian.herbert@crldirect.co.uk |
|
Branches: Canterbury, Ashford, Sittingbourne, Heathfield |
| Surrey: |
Angharad Gabriel
3 High Street
Cobham
Surrey
KT11 3DH
angharad.gabriel@crldirect.co.uk |
|
Branches: Cobham, Cobham GP, Weybridge, Kingston |
|
|
|
|
|
| |
|
|
