Complaints Procedure
Complaints Procedure
We’re committed to providing a high standard of service. If something hasn’t gone as expected, we encourage you to contact us directly so we can resolve the issue quickly and fairly.
Step 1: Get in Touch
You can raise your concern using any of the following methods:
In Writing:
Clarke Residential
Suite C5, Unit 16 Roundhouse Court,
Buckshaw Village, Chorley, PR7 7JN
Request a Callback: Fill in the form below and we’ll be in touch.
Step 2: Acknowledgement of Your Complaint
We will acknowledge receipt of your complaint within 3 working days, by email or post depending on how you contacted us. At this stage, we’ll also confirm the name of the person handling your complaint.
Step 3: Investigation
Your complaint will be thoroughly and fairly investigated. This process may take up to 10 working days, depending on the complexity of the issue. During this time, we may contact you for further details or clarification.
Step 4: Our Response
Once the investigation is complete, we’ll provide you with a written response.
If your complaint is upheld, we will offer a suitable resolution, which may include an apology, a refund, or another appropriate remedy.
If we do not uphold your complaint, we’ll explain the reasoning clearly.
Step 5: If You Are Still Unsatisfied
If you remain dissatisfied with our final response, or if 8 weeks have passed since your initial complaint and the issue remains unresolved, you may refer the matter to The Property Ombudsman (TPO).
TPO is an independent, impartial body that provides free resolution services for consumers in property-related disputes.
To escalate your complaint to The Property Ombudsman:
Submit your complaint within 12 months of receiving our final response.
Visit www.tpos.co.uk to start the process.
Contact Details for The Property Ombudsman:
Website: www.tpos.co.uk
Email: admin@tpos.co.uk
Phone: 01722 333 306
Post: The Property Ombudsman, Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP
We are committed to resolving all complaints promptly and fairly. Thank you for giving us the opportunity to put things right — your feedback helps us improve our service.
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