Complaints proceedure

If you want to make a complaint, we will deal with it speedily and fairly. We will:

> acknowledge your complaint within 5 working days of receipt.

> try and resolve your complaint fully within 4 weeks of receipt. If there are valid reasons for consideration of the complaint taking longer, we will keep you fully informed in writing or via telephone or email if you prefer and you will receive a response at the very latest within 8 weeks.

> speak with counselling organisations acting on your behalf, if you ask us to.

> send you a final decision on the complaint in writing.

If you are not satisfied with the final decision, you may refer the complaint to the Independent Property Codes Adjudication Scheme (IPCAS) and we will give you the contact details. We will co-operate fully with the independent adjudicator during the consideration of a complaint by the IPCAS and comply with any decision.

Complaints should be sent to:

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

tel 01672 518630
info@abdhips.co.uk