Complaints Procedure

If you are dissatisfied with the service you have received from Scholar & Stone Ltd., we ask that you initially raise the matter with the member of our team dealing with your property or instruction.

Where possible, please provide your complaint in writing by email to: [email protected]

If you are unable to make your complaint in writing, please contact us and we will make reasonable adjustments to assist you.

Your complaint should include:

• Your full name and contact details
• The property address, where applicable
• Details of the matter you are complaining about
• The dates and circumstances relevant to your complaint
• Any supporting documents or correspondence
• The outcome you are seeking, where applicable

We will acknowledge receipt of your written complaint and confirm that it has been passed to the appropriate person for investigation.

Where appropriate, we may request further information or documentation from you to enable us to fully investigate the matter.

Your complaint will be investigated fairly and objectively.

We will review the relevant records, correspondence and information available to us and, where appropriate, speak with the members of our team or other parties involved.

We will keep you informed where additional time or information is required to complete our investigation.

We will seek to establish:

• What happened
• What action was taken
• Whether our procedures and obligations were followed
• Whether anything could reasonably have been handled differently
• What action, if any, should be taken to resolve the matter

Once our investigation is complete, we will provide you with a written response setting out our findings.

We will endeavour to resolve complaints promptly and fairly.

Where appropriate, our response will explain:

• The outcome of our investigation
• The reasons for our decision
• Any action we propose to take to resolve the matter
• Any further steps available to you if you remain dissatisfied

If you remain dissatisfied following our response, you may request that your complaint is reviewed in accordance with our internal complaints process.

Your request should explain why you remain dissatisfied and identify any aspect of our response or investigation that you believe has not adequately addressed your complaint.

We will review the matter and provide a final written response.

If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer the matter to our independent redress scheme.

You should normally allow Scholar & Stone Ltd. a reasonable opportunity to investigate and resolve your complaint before referring the matter to the redress scheme. The relevant redress scheme may have specific eligibility requirements and timescales for accepting complaints.

Further information about the redress process is available directly from the relevant scheme.

Scholar & Stone Ltd. is a member of:

• The Property Ombudsman — Membership number: T14954-0 — tpos.co.uk

This complaints procedure relates to complaints about the service provided by Scholar & Stone Ltd.

Certain matters may be subject to separate procedures or independent processes. For example, disputes relating to tenancy deposits may need to be dealt with through the relevant tenancy deposit protection scheme.

Making a complaint does not prevent you from exercising any statutory or contractual rights available to you.

We will not treat a person unfairly because they have made a genuine complaint.

We aim to deal with complaints professionally, fairly and transparently.

We will use complaints as an opportunity to identify where our service can be improved and, where appropriate, will take steps to prevent similar issues from occurring in the future.