Complaints procedure
We take complaints seriously. This sets out how to raise one, how quickly we will respond, and what to do if you are still not satisfied.
Kerrigans Property Ltd is a member of The Property Ombudsman (TPO). As a member we operate a written complaints procedure, and you have the right to refer an unresolved complaint to the scheme for independent review at no cost to you.
Stage 1 — speak to the person handling your property
Most issues are resolved fastest by the person already dealing with your tenancy, sale or management. Speak to them, or email hello@kerrigans.co.uk. If you would rather not raise it with them directly, go straight to Stage 2 — you do not have to start with the person concerned.
Stage 2 — make a formal written complaint
Write to The Complaints Manager, Kerrigans Property Ltd, 23 Windsor Road, Doncaster, DN2 5BS, or email hello@kerrigans.co.uk.
Please include your name, address and telephone number; the property address; what went wrong, with dates; copies of relevant correspondence; and what you would like us to do to put it right.
What happens next
- Within 3 working days — we acknowledge your complaint in writing and confirm who is handling it.
- Within 15 working days — a member of staff not directly involved investigates, and we send you a formal written outcome (our “final viewpoint” letter).
- If you ask for a review — a director reviews the complaint afresh within a further 15 working days.
If we cannot meet any of these timescales we will write to you explaining why and giving a revised date.
Stage 3 — refer the complaint to The Property Ombudsman
If you are not satisfied with our final viewpoint, or if 8 weeks have passed since your formal complaint without it being resolved, you may refer the matter to The Property Ombudsman.
The Property Ombudsman, Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP.
Telephone 01722 333306. Email admin@tpos.co.uk. Web tpos.co.uk.
You must refer your complaint to the Ombudsman within 12 months of our final viewpoint letter. The service is free to consumers.
Other routes
If your complaint concerns client money, see our Client Money Protection page. If it concerns how we handled your personal data, you may also complain to the Information Commissioner's Office at ico.org.uk.
We log every formal complaint, the outcome and any action taken, and retain those records for six years. If you would rather discuss it by phone first, call 01302 769276.
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