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If you have cause to complain

Complaints procedure

At McField Residential we make every effort to provide the best possible experience and service so hope that you don’t have reason to complain.  However, if there is something you’re not happy with, we’d like to hear from you right away so we can try to put matters right quickly and efficiently.

How to make a complaint

Stage One – Dedicated Agent

We pride ourselves on our customer experience, however we do understand that from time to time things do not always go to plan.  In these instances we would always encourage you to speak with your Dedicated Agent to resolve any concerns.  Our team are well trained and are on hand to support you with any situation.

Stage Two – Sales & Lettings Manager

If your Dedicated Agent has been unable to resolve your complaint, we would ask that you inform us of any issues formally in writing, using one of the following channels - Email: Send us an email to sales@mcfieldresidential.co.uk with the subject as Stage 2 complaint or by Post: to - Customer Services Department, FAO Jackie McCrone, McField Residential Limited, 647 Bradford Road, Brighouse, HD6 2RS.

We ask that all complaints are put in writing as soon as possible to allow us to investigate fully.  Any complaints will be investigated in full before we respond, in order for us to understand your complaint further, we may have to contact you by email or phone.  Our intention is to respond and resolve your concerns within 3 working days.  Sometimes it may take longer to investigate fully, and if this happens, we will let you know within the three working days.  You will be provided with a final written response from the Sales & Lettings Manager within 15 working days.

Stage Three – The Property Ombudsman

If you remain dissatisfied following our Stage Two response, then you may refer your complaint to the Property Ombudsman Service.  We will provide you with details of how to do so in our Stage Two response, but you can also visit http://www.tpos.co.uk if you require further information.  Please note that any such referral must be done within 6 months of our Stage Two response.  Your complaint will not be considered by the Property Ombudsman Service unless we have exhausted our internal complaints procedure.

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