Complaints Procedure

If you have a complaint, then this note sets out the procedure which we will follow in dealing
with that complaint.

Stage One

Initial complaints should be dealt with at source, or by the Manager/Director with oversight of
the team to which the complaint relates. Full details are below for each department. If you
have initially made your complaint verbally, please also make it in writing if you have been
unable to obtain a resolution. This will ensure we understand exactly what your complaint is,
and we have a written record of it.

Department	Manager	Contact Details
Accounts & Credit Control	Zoe Bradley	[email protected]
Block Management	Reece Fisher-Lowry	[email protected]
Commercial Agency (Sales & Lettings)	Simon Dalingwater	[email protected]
Commercial Property Management	Simon Holliday	[email protected]
General Complaints	Janet Seymour	[email protected]
Residential Agency (Sales & Lettings)	Victoria Illingworth	[email protected]
Residential Property Management	Guy Roberts	[email protected]

Stage Two

If, after the Manager/Director with oversight of the relevant team/department has reviewed
and responded to your complaint you remain unsatisfied, then the complaint can be escalated
to a formal complaint and full details and timeframes are set out below:

The following person has been appointed at Adair Paxton Ltd, First Floor, Jason House,
Kerry Hill, Horsforth, Leeds, LS18 4JR to deal with complaints and you should not
hesitate to contact the relevant person. Details are set out below: –
Nicola Thompson LLB MRICS (Director), Adair Paxton Ltd, First Floor, Jason House,
Kerry Hill, Horsforth, Leeds, LS18 4JR, Telephone 0113 239 5770.
Email – [email protected]
Please ensure your complaint is provided toNicola Thompson in writing, even if you
subsequently wish to discuss it verbally or face to face. This ensures we fully
understand what your complaint is about, and the steps that have already been taken
to resolve the matter.
This stage of our Complaints Handling Procedure will involve full consideration of your
complaint by Nicola Thompson on behalf of the firm. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of Nicola
Thompson’s investigation into your complaint, the matter will conclude.
We will consider your complaint as quickly as possible. We will try and acknowledge
your complaint within 7 days and provide you with a full response, if that is not
possible, an update on what is happening with your complaint, within 28 days.

Stage Three

If we cannot agree on how to resolve the complaint then you will have the opportunity
to take your complaint to the final stage of our complaints handling procedure, which is
in respect of consumer to consumer complaints (residential properties, sales, lettings
and management of residential properties) the Property Redress Scheme who can be
contacted on [email protected] or tel: 0333 321 9418.

In respect of consumer disputes (residential properties involving surveying services)
please contact The Centre for Effective Dispute Resolution (CEDR) who can be
contacted on [email protected] tel: 0207 536 6116.

In respect of business-to-business disputes relating to land, property, and construction
(commercial properties), please contact the RICS Dispute Resolution Service and their
contact details are: RICS Dispute Resolution Service, Surveyor Court, Westwood Way,
Coventry, CV4 8JE, tel: 0207 334 3806.