Complaints Procedure

Richard Savidge 2010 Limited trading as Savidge & Brown is committed to providing a quality service for all of its clients and customers, and working in an open and accountable way that builds the trust and respect of all our clients and customers. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and customers, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

  • making a complaint is as easy as possible;
  • we treat a complaint as a clear expression of dissatisfaction with our service which
    calls for an immediate response;
  • we deal with it promptly, politely and, when appropriate, confidentially;
  • we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
  • we leam from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims
are to:

  • resolve informal concerns quickly;
  • keep matters low-key;
  • enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Formal Complaints Procedure - preamble

Definition: Richard Savidge 2010 Limited trading as Savidge & Brown (the Company), defines a complaint as 'any expression of dissatisfaction with either the Company, or with either a member of staff of the Company, or any appointed agent or representative of the company, that requires a formal response'.

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

The Company's responsibility will be to:

  • acknowledge the format complaint in writing;
  • respond within a stated period of time;
  • deal reasonably and sensitively with the complaint;
  • take action where appropriate.

A complainant's responsibility is to:

  • bring their complaint, in writing, to the Company's attention as soon as possible, ideally within 14 days of the issue arising;
  • raise concerns promptly and directly with a member of staff of the Company
  • explain the problem as clearly and as fully as possible, including any action taken to date;
  • allow the Company a reasonable time to deal with the matter;
  • recognise that some circumstances may be beyond the control of the Company

Responsibility for Action: All Staff of the Company

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and the Company maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Monitoring and Reporting: An anonymized report of complaints made and their resolution and complaints will be maintained in line with the Company's Privacy Policy. This report will
be reviewed by the Directors of the Company.

Formal Complaints Procedure

Stage 1

In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within 4 working days of receipt. You should get a response and an explanation within 15 working days. Where more comprehensive investigation is required that will extend the response time, we will notify you accordingly in writing.

Our contact details are:- Richard Savidge (2010) Limited 4 King Street Alfreton Derbyshire DE55 7AG, or email

Stage 2

If you are not satisfied with the initial response to the complaint then you can write to Mrs J Frenchi office Manager, using the above contact details. We will acknowledge your request within 4 working days of receipt, and a response within 15 workings days.

The Company's aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response  describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Final Stage

If you are not satisfied with the subsequent reply from the Office Manager, then you have the option of writing to the Director of the Company, Mr Paul Brown, stating the reason why you are dissatisfied with the outcome, using the contact details as above. You must do this within 10 days of receiving the written response from the Office Manager.

The Director will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.

If you are still dissatisfied

If you still remain dissatisfied, Richard Savidge (2010) Limited will provide a referral to binding arbitration, in accordance with the National Approved Lettings Scheme's Rules. Contact details for The Property Ombudsman are detailed below.

The Propeny Ombudsman
Milford House
43-55 Milford Street
Telephone 01722 333306

Complaints Procedure Richard Savidge 2010 Limited trading as Savidge & Brown. Updated 20/01/2022

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