Complaints

Our in-house complaints procedure

If something has gone wrong, we want to know. Here's how a complaint is handled.

1. Tell us

Please put your complaint in writing to Howard & Manning, 1 Frederick Place, Crouch End, London N8 8AF, or email info@howardandmanning.com. Include as much detail as you can, along with the property address and how you would like the matter resolved.

2. Acknowledgement

We will acknowledge your complaint in writing and confirm who is dealing with it. If we need further information from you, we will ask for it at this stage.

3. Investigation and response

Your complaint will be investigated by a member of the firm not directly involved in the matter where that is possible. We will then send you a written response setting out our findings, our conclusion and any action we propose to take.

4. Review

If you are not satisfied with our response, you may ask us to review it. We will reconsider the matter and write to you again with our final view.

5. The Property Ombudsman

Howard & Manning is a member of The Property Ombudsman Scheme. If you remain unhappy after our final written response, you may refer your complaint to The Property Ombudsman for an independent review, free of charge. Details of the scheme and how to refer a complaint are available at tpos.co.uk.

Time limits apply to referrals under the scheme. If you would like the timescales that apply to your complaint confirmed in writing, please ask us and we will send them to you.

Contact

Telephone 020 8202 7686 · Email info@howardandmanning.com