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Rights to Redress Policy & Procedure

Cardiff Estates & Lettings, a Member of The Property Ombudsman, aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced. This provides for the matter to be dealt with internally and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman. If you believe you have a complaint, please write in the first instance to the Office Manager at the address below:

Mr Richard Leonard, Branch Manager, Cardiff Estates & Lettings, 27 Caerphilly Road, Cardiff CF14 4AD

Whenever possible, your complaint will be acknowledged within 3 working days, investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint. If longer is needed, you will be notified in writing, with an explanation, giving an indication of timescale for an outcome of the investigation.
If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint reviewed by our Managing Director, Ms Mary Walsh. Following the conclusion of our In-House Review, our final viewpoint will be sent to you in writing.
In the event that the final review as detailed above still fails to satisfy your complaint, then you may refer the matter to The Property Ombudsman within twelve months of receiving our final viewpoint. We will submit your 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 complaint procedure within 8 weeks from the date we receive your complaint in writing. The Property Ombudsman can be contacted at:

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

Tel: 01722 333306
Fax: 01722 332296

Cardiff Estates & Lettings Membership Number is L00450