COMPLAINTS HANDLING PROCEDURE (CHP)
Ashworth & Young Sales and Lettings Ltd
1. Purpose
Ashworth & Young Sales and Lettings Ltd (“the Company”) is committed to providing a high standard of service to all clients.
This procedure sets out how the Company handles complaints in a fair, transparent, and timely manner, in accordance with the requirements of the The Property Ombudsman (TPO).
2. Definition of a Complaint
A complaint is defined as:
“An expression of dissatisfaction, whether oral or written, from a consumer about the service provided by the Company.”
This includes complaints from:
- landlords
- tenants
- buyers
- sellers
- prospective clients
3. How to Make a Complaint
Complaints should be made in writing wherever possible and addressed to:
Julie Young
Compliance Officer
Ashworth & Young Sales and Lettings Ltd
Email: Julie.Young@Ashworthyoung.co.uk
Address: 11 Ireleth, Askam-in-Furness, LA16 7EG
If a complaint is made verbally, the Company may request that it is put in writing to ensure clarity and proper investigation.
4. Stage 1 – Initial Complaint Handling
4.1 Acknowledgement
- All complaints will be acknowledged in writing within 3 working days of receipt
4.2 Investigation
- The complaint will be investigated by the Compliance Officer or a senior member of staff
- All relevant information, documents, and records will be reviewed
4.3 Response
- A formal written response will be issued within 15 working days of receipt of the complaint
This response will:
- address the issues raised
- provide findings of the investigation
- outline any proposed resolution
5. Stage 2 – Escalation (Final Viewpoint)
If the complainant is not satisfied with the initial response, they may request an escalation.
5.1 Escalation Request
- The complainant should request escalation in writing
5.2 Final Review
- The complaint will be reviewed by a senior member of the Company not directly involved in the initial investigation, where possible
5.3 Final Viewpoint Letter
- A final written response will be issued within 15 working days of the escalation request
This letter will:
- confirm the Company’s final position
- detail any final proposed resolution
- inform the complainant of their right to refer the matter to The Property Ombudsman
6. Referral to The Property Ombudsman (TPO)
If the complainant remains dissatisfied after receiving the final viewpoint letter, they may refer the complaint to:
The Property Ombudsman
Conditions:
- The complaint must be referred within 12 months of the date of the final viewpoint letter
- The Company must be given the opportunity to resolve the complaint through this procedure first
The Company agrees to cooperate fully with any investigation conducted by TPO.
7. Timescales Summary
- Acknowledgement: within 3 working days
- Initial response: within 15 working days
- Final viewpoint: within 15 working days of escalation
Where delays occur, the complainant will be informed and given a revised timeframe.
8. Record Keeping
The Company will:
- keep a written record of all complaints
- retain correspondence and supporting documents
- maintain records for a minimum of 3 years
- use complaint data to improve services
9. Complaints Log
A central complaints log will be maintained including:
- date received
- complainant details
- nature of complaint
- actions taken
- outcome
- date resolved
10. Confidentiality
All complaints will be handled confidentially and in accordance with the Company’s data protection obligations.
11. Staff Training
All staff will:
- be made aware of this procedure
- receive appropriate training
- understand how to identify and escalate complaints
12. Continuous Improvement
The Company will:
- review complaints regularly
- identify recurring issues
- implement improvements where necessary
13. Availability of This Procedure
This Complaints Handling Procedure will be:
- available on the Company website
- provided to clients upon request
- available at the Company’s office
14. Responsibility
Overall responsibility for complaints handling lies with:
Julie Young
Compliance Officer
Ashworth & Young Sales and Lettings Ltd
15. Effective Date
Effective from: 15 April 2026
Review date: 14 April 2027