Complaints Procedure

At Steve Morris & Son LLP we are committed to delivering a high standard of service across all areas of our work. However, we understand that sometimes things can go wrong. If you are unhappy with any aspect of our service, we encourage you to let us know so that we can resolve the issue as quickly and fairly as possible.

How to make a complaint

You can raise a complaint with us in writing via:

Email: [email protected]
Post: Steve Morris & Son LLP, 1 Coleshill Street, Sutton Coldfield, West Midlands, B72 1SD

Please include:

• Your name and contact details.
• The property address or service the complaint relates to.
• A clear description of your concerns.
• Any supporting documentation, if available.

Our complaints process

Acknowledgement

We will acknowledge your complaint in writing within 3 working days of receiving it.

Investigation

Your complaint will be fully investigated by a member of the management team or another appropriate senior member of staff.

Response

We will provide a formal response within 15 working days of acknowledging your complaint. If additional time is needed, we will write to explain the delay and keep you updated.

Further review

If you are not satisfied with our response, you may request a further review by a senior partner of the firm. We will aim to provide a final viewpoint letter within 15 working days of your request.

Independent redress scheme

If, after following our internal complaints procedure, you are still not satisfied with the outcome, you may refer your complaint to the Property Redress Scheme (PRS), of which we are a member:

• Website: www.theprs.co.uk
• Email: [email protected]
• Phone: 0333 321 9418
• Address: Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH

You must refer the complaint to the PRS within 12 months of receiving our final viewpoint letter.