James Douglas Complaints Procedure

As a member of The Property Ombudsman for Sales and Lettings, James Douglas aims to provide the highest standards of service to all landlords and tenants and take complaints seriously.  To ensure that your interests are safeguarded, we offer the following:

If you believe you have a grievance, please write in the first instance to The Complaints Officer at the address below:

James Douglas Sales and Lettings
1, St. Martin’s Row
Albany Road
Cardiff
CF24 3RP

complaints@james-douglas.co.uk

The grievance or complaint will be acknowledged within 3 working days and then investigated thoroughly in accordance with our established in-house procedures. A formal written outcome of the complaint will be sent to you within 15 working days. If we require longer than this timescale we will advise you in writing and confirm our revised response date.

Second stage complaint

If you remain dissatisfied with the result of the internal investigation, please send full details of your original complaint and correspondence, along with the reasons for your dissatisfaction in the result of the internal investigation to the General Manager, Sarah Evans at the address above. A separate final review of the complaint by the company will be sent to you within 15 working days.

Third stage complaint

If you are dissatisfied with the response of our final written statement in response to your review request to the General Manager, you can refer the matter, within 12 months of our final review to: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire,  SP1 2BP