Complaints Process
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
How to make a complaint
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
The address to write to us:
Kandi Property Limited
207 Benfieldside Road
Consett
DH8 0RA
What happens next?
We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by senior management who will review your complaint in detail.
A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you are still not satisfied at this stage (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from the property ombudsman without charge.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through members in-house complaints procedure, before being submitted for an independent review.