Complaints procedure

Awdry Bailey & Douglas Solicitors is registered with the Property Codes Compliance Board as a subscriber to the HIP Code. A key commitment under the Code is that firms will handle any complaints both speedily and fairly.

If you want to make a complaint, we will:

> Acknowledge it within 5 working days of receipt.

> Normally deal with it fully and provide a final response, in writing, within 20 working days of receipt.

> Keep you informed by letter, telephone or e-mail, as you prefer, if we need more time.

> Provide a final response, in writing, at the latest within 40 working days of receipt.

> Liaise, at your request, with anyone acting formally on your behalf.

If you are not satisfied with our final response, you may refer the complaint to The Property Ombudsman scheme (TPOs).

We will co-operate fully with the Ombudsman during an investigation and comply with his decision.

As we are a firm of solicitors, you can also refer your complaint to the Legal Complaints Service and we will give you their contact details.

Complaints should be sent to:

HIPs Team Manager
Awdry Bailey & Douglas
7 Woodstock Court
Blenheim Road
Marlborough
Wiltshire
SN8 4AN

Telephone: 01672 – 518630
Email: info@abdhips.co.uk

TPOs Contact Details:
The Property Ombudsman scheme
Beckett House
4 Bridge Street
Salisbury
Wiltshire SP1 2LX
Tel: 01722 333306
Fax: 01722 332296
Email: admin@tpos.co.uk