When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible, to either:
homes@jamesdonald.co.uk
or
James Donald Homes, High Street, Downley, Buckinghamshire, HP13 5XJ.
We will then respond in line with the time-frames set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter):
- We will confirm in writing our acknowledgment of receipt of your complaint within 48 hours of receiving it, along with a confirmation of this procedure.
- We will then thoroughly investigate your complaint. This will be dealt with by Director James Donald personally, who will review your file and thoroughly consider any evidence provided. The outcome of our investigation will be sent in writing to you within 14 days of sending the acknowledgement letter.
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk
Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints’ procedure, before being submitted for an independent review.
