Complaints Procedure

Here at Great Expectations Consultancy Ltd we are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

How to Make a Complaint

If you have a complaint, please put it in writing, including as much detail as possible. Your complaint should be sent to:

What Will Happen Next

1. Acknowledgement — We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
2. Investigation — We will then investigate your complaint. We will review your file and speak to any members of our team who were involved. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
3. Management review — If, at this stage, you are still not satisfied, you should contact The Management Team at [email protected] and we will arrange for a separate review to take place by a senior member of staff. A formal written outcome will be sent to you within 15 working days of the Management Team's acknowledgement email.
4. Director escalation — Should you wish to escalate further, please write to Jim Harris, Director, 5 Regent Street, Rugby, CV21 2PE ( [email protected]). We will write to you within 15 working days of receiving your request, confirming our final viewpoint on the matter.

If You Remain Dissatisfied

If you remain dissatisfied after exhausting the above process, you can contact the Property Redress Scheme to request an independent review: