Complaints

PROCEDURE & STAGES

What to do if you're not happy

Bancroft Property aim to provide a professional service to the highest level of customer satisfaction. Bancroft is also committed to using complaints to review and improve the services provided. We intend to resolve all complaints at the first point of contact and informally usually by the Property Consultant or Sales Person.

When informal resolution is not possible, Bancroft has a clear and fair complaints procedure to follow.

Complaints should be made in writing, or by email, to:

Head of Customer Service
Bancroft Property Ltd
Bancroft House, Landmark House, Station Road, Cheadle Hulme, SK8 7BS

Amy.Tytler@bancroftproperty.co.uk

There are two stages to the Bancroft Complaints Procedure:

Stage 1 | Head of Customer Service Review

  • We will acknowledge your complaint by letter or email within 3 working days of receipt.
  • We may request further information to assist with the investigation if required.
  • Bancroft Head of Customer Service will undertake a full investigation into your complaint and speak to all the people involved to formulate a response.
  • A response will be sent to you in writing by letter or email within 14 working days.
  • More complex complaints may require longer to investigate. If a response cannot be prepared within 14 days, we will let you know when a full response can be expected.
  • If you remain dissatisfied at this stage, you can ask for a stage two review of the complaint by writing to the Managing Director clearly stating the reasons why you do not agree with the stage one response.

Stage 2 | Managing Director Review

  • We will acknowledge your stage two complaint by letter or email within three working days of receipt.
  • We may request further information to assist with the investigation if required.
  • All documentation relating to your complaint will be provided to the
  • Managing Director who will carry out a complete and detached review.
  • You will receive a written statement prepared by the Bancroft Managing Director who will set out the review findings and expressing Bancroft final viewpoint within 14 working days.
  • If a response cannot be prepared within this timescale we will let you know when this can be expected.

If you remain dissatisfied, you have the right to refer your complaint to:

The Property Ombudsman

Milford House, 43-55 Milford Street, Salisbury, SP1 2BP

www.tpos.co.uk

Please be aware that you have up to 12 months from the date of your final viewpoint letter to refer your complaint to the Ombudsman in writing if you wish to pursue this matter.

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Risk Warning and Disclaimer:

The price of property can go down as well as up. Historic performance should not be taken as a guarantee of future performance. Geared property investment with mortgages can increase risk of losing money as well as increasing the possible gains. Mortgage products referred to in the website can be withdrawn by the lender or have rates or other terms changed without notice and reference to any products does not imply they are certain to be available in the future. Mortgages referred to may also have certain applicant restrictions and are for indicative purposes only although reasonable endeavours have been used to ensure that they are available at the time of publication and are applicable to a significant number of our purchasers. This site is for information purposes only and nothing on this site should be taken as definitive investment advice for your particular situation without you seeking additional guidance directly from ourselves or from other finance and property professionals. Property particulars on this site do not form part of an offer or contract. The developer and Bancroft Property Ltd, whilst endeavouring to ensure complete accuracy in these property particulars, cannot accept liability for any errors. Valuations of property or indicated rents achievable are either estimated or derived from valuations and/or comparables and can change and should not be relied upon without your own additional valuation and research, but we have carried out reasonable endeavours to achieve accurate indications for these figures. All descriptions, dimensions, areas, reference to condition and, if necessary, permissions for use and occupation and their details, are given in good faith as provided by the developer and are believed to be correct. However, these are subject to change, especially, but not wholly, relating to any property that is off-plan or not yet complete. Any intending purchaser should not rely on them as statements or representations of fact but must satisfy themselves by inspection or otherwise as to their accuracy. The onus is on each individual investor to undertake their own due diligence, enquiries and inspections. Where shown, net yields are calculated as rental income less expected service charges less expected ground rent as a percentage of the property price. No void periods, optional letting agent costs, repairs or other costs are deducted. Our standard Terms and Conditions of Sale will apply. E. & O. E.

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Trading office: Bancroft Property Limited, Landmark House, Station Rd,Cheadle Hulme, SK8 7BS.
Registered office: Kay Johnson Gee LLP, 2nd Floor 1 City Road East, Manchester, M15 4PN
Registered in England and Wales. Company number 4495445. VAT number GB833 6371 26