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Resolution Procedure

ChimneyPots is committed to providing our clients with a high quality service which meets their expectations at all times. Providing an excellent customer service is of the utmost importance to us.

In the majority of cases our clients will receive an excellent service, however, there may be an occasion when a customer has cause to make a complaint.

We will always acknowledge receipt of your complaint speedily, and strive to resolve and rectify the situation.

Resolving a problem is best achieved by following these steps:

Step 1 – If you have already dealt with a member of staff, please make contact with them directly on 0844 809 9931. A simple problem may be rectified immediately.

Step 2 – An immediate solution may not be achievable if further investigation is necessary. In this case we will let you know, and one of our Office Managers will take up the case. They will report back to you with the outcome within 14 days.

Step 3 – If you are dissatisfied with the Office Managers findings, then please contact us. We shall acknowledge receipt of this, and the case will be passed to one of our Directors, who in turn will report back to you.

Step 4 – In the unlikely event that the problem remains unresolved, the case will be referred to the Ombudsman. The Property Ombudsman (TPO) Scheme provides a free, fair and independent service for dealing with unresolved disputes. They will consider your complaint totally impartially and we are bound by their decision. It is hoped that we will have resolved your issue far earlier in the process!

If you are happy with our service, please tell your friends!

If not, then please tell us!

Having the opportunity to put things right is important to us!

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