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Complaints Procedure

Customer Complaints Handling Procedure

Ascend Estates Ltd is a member of The Property Ombudsman (TPO) and as such aims to provide the highest standard of service to all our landlords and tenants. To ensure that your interests are safeguarded, we have a robust Complaints Procedure in place. The aim of this process is to resolve any issues or concerns as quickly as possible.

If you are unable to reach an informal resolution with your point of contact and wish to raise a complaint with us, please adhere to the following procedure to ensure your complaint is dealt with formally.  

Complaints should be made in writing or via email to:

Chris Norman
Ascend,
Stafford Court,
145 Washway Road,
Sale,      
Manchester,
M33 7PE

[email protected]

 

There are two stages to the Ascend Complaints Procedure:

STAGE 1 – Complaint Officer’s Review

  • We will acknowledge your complaint by letter or email within 3 working days of receipt.
  • We may request further information to assist with the investigation if required.
  • We will undertake a full investigation into your complaint and speak to all the people involved to formulate a response.
  • A response will be sent to you in writing by letter or email within 15 working days.
  • More complex complaints may require longer to investigate. If a response cannot be prepared within 15 working days, we will let you know when a full response can be expected.

 

STAGE 2 – Director Review

  • If you remain dissatisfied at this stage, you can ask for a stage two review of the complaint by writing to the Director at [email protected] clearly stating it is a Stage TWO complaint and the reasons why you do not agree with the stage one response.
  • We will acknowledge your stage two complaint by letter or email within 3 working days of receipt.
  • We may request further information to assist with the investigation if required.
  • All documentation relating to your complaint will be provided to the Director who will carry out an independent review.
  • You will receive a written statement prepared by the Ascend Director who will set out the review findings and expressing Ascends final viewpoint within 15 working days.
  • If a response cannot be prepared within this timescale, we will let you know when this can be expected.

 

If you remain dissatisfied, you have the right to refer your complaint to:

The Property Ombudsman

Milford House
43-55 Milford Street Salisbury
SP1 2BP

www.tpos.co.uk