Complaints Handling Procedures

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

How we deal with your complaint

A person has been appointed to deal with the initial receipt of complaints, and you should not hesitate to contact the relevant person. Details are set out below:

Craig P Baldwin – Managing Director, Deere & Son limited 44 John Street, Porthcawl CF36 3BB. Call 01656 782141.

Jemma L Baldwin –Manager View2Rent, 44 John Street, Porthcawl, CF36 3BB. Call 01656 771150.

Process

Where your complaint is initially made orally, you will be requested to send a written summary of your complaint to the person dealing with it. All complaints are forwarded to Mr C Baldwin, at 44 John Street Porthcawl. He is the Complaints Officer and will deal with all matters concerned unless there is a conflict of interest. In this instance the complaint will be dealt with by the HR Department . 

Our Response

Once we have received your written summary of the complaint, we will contact you in writing within seven days to inform you of our understanding of the circumstances leading to your complaint.

Actions Taken

Within twenty-one days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken. 

Complaints Log

A complaints log is held at Porthcawl Office. Staff are obliged to inform Mr C. Baldwin who will contact the HR Department formally, by email of any complaints made by Clients, the Public or Staff.

The Property Ombudsman Milford House, 43-55 Milford Street, Salisbury SP1 2BP can only accept a complaint if it is referred to them by the complainant within 12 weeks of the final letter received from Deere & Son limited.