Complaints Procedure

Complaints Procedure – Lettings – (Bacon Micawber lettings Limited)

1. Initially, please contact the relevant Manager who will aim to resolve any grievances directly. If the complaint
   is about a Manager, or you do not feel comfortable speaking to them, your complaint should be referred to the
   relevant Director whose contact details can be obtained from the branch.
2. All complaints will be acknowledged in writing within 3 working days, and a copy of our Complaints Procedure
   will be provided.
3. If the complaint was in writing, a written response will be provided within 15 working days. Telephone complaints
   may be dealt with by telephone if straightforward, however a written response will be provided for complex or
   multiple issues.
4. If your complaint remains unresolved at the branch level it should be escalated in writing to a company director
   at the following address:
   Bacon and Company
   72 Goring Road
   Worthing, West Sussex BN12 4AB
   Tel: 01903 520002
   Email: goring@baconandco.co.uk
5. Our director will investigate your complaint referring to the records and conducting interviews with the relevant
   members of staff. They will also contact you if necessary. You will be advised of the outcome within 15 working
   days.
6. If an agreement cannot be reached within a period of 8 weeks from the date of the initial complaint in writing,
   you can contact the property ombudsman at the below address:
   The Property Ombudsman
   Milford House, 43-55 Milford Street
   Salisbury, Wiltshire SP1 2BP
   Tel: 01722 333306
   Fax: 01722 332296
   www.tpos.co.uk