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Complaints Procedure 

Jeffrey Nicholas Ltd is a member of The Property Ombudsman Scheme and aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a complaints procedure in place. This provides for the matter to be dealt with internally or, in the event that we are unable to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.

Receiving Complaints

Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should:

Write down the facts of the complaint

Take your name, address, email and telephone number

Note down the nature of the complaint with Hotblack Desiato and inform you that we have a complaints procedure

Tell you what will happen next and how long it will take

Where appropriate, ask you to send a written account by post or by email so that the complaint is recorded in your own words.

Resolving Complaints

Stage One

In many cases, a complaint can be resolved by the staff member responsible for the issue being complained about. They shall attempt to resolve it swiftly, and will do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information will be passed to their manger immediately.

On receiving the complaint, the manager ensures it is recorded it in the complaints log. If it has not already been resolved, they investigate and take appropriate action. If the complaint relates to a specific person, that person will be informed and given a fair opportunity to respond. Complaints will be acknowledged within 3 working days. The acknowledgement will say who is dealing with the complaint and when you can expect a reply.

Ideally you would receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given. Whether the complaint is justified or not, the reply to you will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage Two

If you feel that the problem has not been satisfactorily resolved at Stage One, you can request that the complaint is reviewed at Director level. The request for Director level review will be acknowledged within three days of receiving it. The acknowledgement should say who will deal with the case and when you can expect a reply. The Director will investigate the facts of the case themselves. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint initially. If the complaint relates to a specific person, they will be informed and given a further opportunity to respond.

In the event that the final review as detailed above still fails to satisfy your complaint, then you are at liberty to have the matter referred to The Property Ombudsman. We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our “in-house” complaints procedure within eight weeks from the date we receive your notification.

Contact details for The Property Ombudsman:

The Property Ombudsman Limited

Registered Office: Milford House | 43-55 Milford Street | Salisbury | Wiltshire | SP1 2BP | 01722 333306 |

Written complaints may be sent to the company Director:

Jeff Dean, Jeffrey Nicholas Ltd, 71 Cross Street, Islington, London N1 2BB or to Initial verbal complaints may be made by phone or in person to any Jeffrey Nicholas Ltd staff.


Privacy Policy of Jeffrey Nicholas Ltd. Our Data Protection Officer is our Managing Director.

We only collect basic data in order to help you sell, let, buy or rent property and closely associated services. Typically your name and address, email and a narrative of your specific instructions. To comply with money laundering regulations we may be obliged to view your identity documents.

We only pass your data to other trusted firms who are an adjunct to these property services. We do not sell your data. The nature of the internet and cloud storage means that data may be processed in another country but we have no operation outside of the UK.

We do not collect sensitive personal information, which is information relating to ethnicity, political opinions, religious beliefs, trade union membership, physical or mental health or condition, sexual life or criminal record.

The lawful basis on which we use your information…
•Processing is necessary for the performance of a contract with us to which you are party to – or take steps at your request prior to entering into a contract.
•You have given specific consent to the processing of your data.
•Processing is necessary for compliance with a legal obligation to which we are subject.
•Continued use of our services and of our website will signify that you agree to the terms of our privacy policy and any reasonable changes that may be made. If at any time you do not agree with the terms, please do not use our website or register your personal information with us.

You may withdraw your consent for us to use your data at any time, and within the limits of any current contractual obligation you have with us we will comply. Once our business relationship is at an end you may request we delete your data and subject to any other overarching legal obligations we will comply.

You have a right to be told about any information we hold about you, simply contact our Data Protection Officer.

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