Complaints Procedure
We won't get everything right every time. When we don't, we want to know, so we can put it right, quickly and honestly. This is how we handle it when you tell us something's gone wrong.
How to tell us
Call us, email us, or write to us, whatever's easiest. Just tell us what's happened and what part of our service you're unhappy with.
We'll try to sort it out there and then. If we can't, it goes to a manager who'll look into it properly.
What happens next?
- We'll confirm we've received your complaint within 3 working days, in writing, and tell you who's looking into it.
- We'll gather the facts properly, speaking to everyone involved so we've got the full picture, not just one side of it.
- We'll come back to you with a full response within 15 working days, telling you what we found, what we're doing about it, and asking whether that resolves things for you. If we need longer, we'll tell you why.
Every complaint is kept confidential and looked at fairly. If we don't hear back from you within 8 weeks of our response, we'll take it that things are resolved and close the file. If anything's still bothering you before then, go back to whoever signed your acknowledgement letter, they're your point of contact throughout.
Still not happy?
Tell us. We'd rather know than have you walk away frustrated.
We'll acknowledge your concerns within 3 working days and hand things to someone more senior than whoever handled it the first time round.
We'll aim to give you a final response within 15 working days. If we can't meet that, we'll tell you when to expect one, and explain your right to take things further if you're still not satisfied.
Contact Propertymark
Cove is a Propertymark member. If you don't think we've handled your complaint properly, and it involves something like mishandling client money, falling short of professional standards, or simply not replying to you, Propertymark can look into it directly.
Propertymark investigates complaints where there's evidence a member has breached their Conduct and Membership Rules.
Propertymark
01926 496 791
complaints@propertymark.co.uk
propertymark.co.uk/professional-standards/complaints
The Property Redress Scheme
We're also registered with the Property Redress Scheme, our independent redress scheme. If you're still not satisfied after our final response, you're entitled to take your complaint to them, free of charge.
Property Redress Scheme
7th Floor, Corn Exchange, 55 Mark Lane, London EC3R 7NE
Insurance related complaints
If your complaint relates specifically to insurance, for example our Client Money Protection cover, it's handled separately to keep us compliant with insurance regulation. You can report it to us by phone, in writing, by email, or in person, and we'll acknowledge it within 5 working days.
We aim to issue a final response within 8 weeks. If we can't respond fully within 4 weeks of receiving your complaint, we'll update you on why. Once we've issued our final response, if you're unhappy with the outcome, you can refer the matter to the Financial Ombudsman Service.
Financial Ombudsman Service
Exchange Tower, Harbour Exchange Square, London E14 9SR
0800 023 4567
complaint.info@financial-ombudsman.org.uk
financial-ombudsman.org.uk
Note: to refer a complaint to the Financial Ombudsman Service, you'll need to have completed our complaints procedure first, then refer it within six months of our final response.
