Complaints procedure

At Mountgrange Heritage we make every effort to deliver the very best customer service and do all we can to ensure everyone is treated in a professional, efficient and effective manner.

This said, from time-to-time things do go wrong and we will always aim to act swiftly to get things back on track. However, if you remain unhappy with how we have handled matters, we invite your feedback and suggestions.

We are committed to quality and development across our business and have detailed below the procedure that should be followed should you have any feedback.

Stage one – Initial informal approach

We aim to resolve all difficulties as quickly and efficiently as possible; if you are dissatisfied with any aspect of our service, please express this verbally and by email to the person with whom you have been working with.

Stage two – Formal Approach

If you remain dissatisfied or feel we have not resolved matters, please put your feedback in writing by emailing the relevant Director at feedback@mountgrangeheritage.co.uk. You will receive an acknowledgement within 2-3 working days.

Your feedback will be investigated in full, within 15 working days from the date we received your formal feedback. We will endeavour to reply as speedily as possible.

Stage three – Managing Director

In the unlikely event that you are not satisfied with the response, please write or email Michael Wilson (Managing Director). Following the investigation, you will receive a written statement of Mountgrange Heritage’s final view.

The letter will also confirm that you are entitled, if dissatisfied, to refer the matter to The Property Ombudsman (TPO) for a review within 12 months. Mountgrange Heritage is a member of the Property Ombudsman scheme.

Our standards for dealing with feedback

  • We will treat your feedback properly, fairly and impartially.
  • We promise that providing feedback will have no implications nor impact on any future dealings you may have with Mountgrange Heritage.
  • We will apologise for any mistake, explain what happened and put it right wherever possible.
  • Where appropriate we will amend our working practices to avoid making the same mistake in the future.