Complaints procedure

No organisation likes receiving complaints and ours is no different. However, sometimes complaints are the only way that companies can learn and move on.

In the first instance

Report your case in writing to:

Anthony Kerrigan
Kerrigan’s Property Ltd
23 Windsor Road
Doncaster
DN2 5BS

Please be specific:

1. We will need your name and all your current contact details, including daytime telephone number.
2. Identify what you feel the problem is with the full history. If you have exchanged correspondence with multiple members of our office, please put all the correspondence in chronological order and send it to us as one file.
3. Don't forget to tell us what outcome you would like that would fully resolve this matter for you.

Kerrigan’s pledge to acknowledge the complaint within 3 days and respond to you within 14 days of receiving your complaint.

If you remain unhappy

If you are unhappy with that response (“final viewpoint”), or more than 8 weeks has elapsed since the complaint was first made, you may take the matter further by complaining to our governing body or to The Property Ombudsman. Depending on the issue you may also report the matter to Trading Standards, the Deposit Protection Service or, if it is a monetary matter, Doncaster County Court.

You will need to submit your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint, including any evidence to support your case. (Other organisations might have a different statute of limitations.)

Who to contact

• Property Lettings — ARLA Propertymark: Arbon House, 6 Tournament Court, Warwick, CV34 6LG. Tel 01926 496800. Email help@propertymark.co.uk. Web propertymark.co.uk.
• Property Sales — NAEA Propertymark: Arbon House, 6 Tournament Court, Warwick, CV34 6LG. Tel 01926 496800. Email help@propertymark.co.uk. Web propertymark.co.uk.
• Sales or Lettings — The Property Ombudsman: Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP. Tel 01722 333 306. Email admin@tpos.co.uk. Web tpos.co.uk.
• Deposits — The Deposit Protection Service: The Pavilions, Bridgwater Road, Bristol, BS99 6AA. Tel 0330 303 0030. Email contactus@depositprotection.com. Web depositprotection.com.

If a crime or a potential crime has taken place, you should report the matter to the police immediately.

You may take advice from a solicitor, Citizen’s Advice Bureau or from any of the above organisations.

Conflict of interest: Mr Kerrigan previously served the NAEA at both local and national levels (voluntarily); he was also a Trustee of Doncaster Citizen’s Advice Bureau.

Download

Download our Complaints Procedure (PDF)