Complaints Handling Procedure

1: What is a Complaint:  A complaint is a view held by someone that Ullyotts has not fulfilled its duty of care. 

2: Form of Complaint:  Any complaint should clearly set out the complaint in writing by letter marked ‘Personal and Private’ and addressed to Paul Butler FRICS FAAV (“the Director”) at 64 Middle Street South, Driffield, East Yorkshire, YO25 6QG.

3: Dealing with a received complaint:

3.1: A complaint will be acknowledged as soon practical with the intention being within three working days.

3.2: The Director will investigate the complaint by reference to background papers, records and as appropriate personal interviews and will reach an unbiased decision which will be communicated to the complainant within 15 working days.

3.3: The Director will investigate the complaint by reference to background papers, records and as appropriate The Director’s decision will include a summary of the complaint, the decision which has been reached and as appropriate, the reasons for reaching that decision and any action which has been or is to be taken.

3.4: The Director will take such corrective action as may be appropriate in respect of any upheld complaint. 

4: Working Days – In each case a reference to days is a reference to Monday to Friday working days excluding public holidays.

5: Ombudsman Services – The Property Ombudsman Services Limited: If you are an individual and remain dissatisfied with any aspect of the handling of the complaint you may refer your complaint to the Property Ombudsman Services Limited: Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP. Telephone 01722 333306 e-mail: admin@tpos.co.uk . Website: www.tpos.co.uk.  Firm’s Reference No: T01533 (Ullyotts (Driffield) Limited) and T01496 (Ullyotts (Bridlington) Limited).

6: CEDR Solve – If you are a business and remain dissatisfied with any aspect of the handling of the complaint you may refer your complaint to CEDR Solve, The International Dispute Resolution Centre, 70 Fleet Street, London, EC4Y 1EU, Telephone 02075366060, E-mail – info@cedr-solve.com

7: Register of Upheld Complaints:  A register of all upheld complaints made against Ullyotts is kept at 64 Middle Street South, Driffield, East Yorkshire, YO25 6QG

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