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If you are dissatisfied with any aspect of our service and wish to make a complaint, please put your complaint in writing and the following procedures will be followed in dealing with your complaint: 

1. Simon Williams MRICS FAAV, Masons & Partners LLP, Cornmarket, Louth, LN11 9QD will deal with the issue and you should not hesitate to contact him. He can be contacted by: Email: simon@masonsandpartners.co.uk or in writing at 23 Cornmarket, Louth, Lincolnshire LN11 9QD or by telephone on 01507 350500 or text and WhatsApp on 07968 396549.

2. Once we have received your written complaint Simon Williams will contact you within 3 working days of him receiving the complaint.  At this stage we will give you our understanding of your case.  We may also invite you to make any further comments that you have in relation to this.

3. Within 15 days of receipt of your written summary Simon Williams will write to you to inform you of the outcome of his internal investigation into your complaint and let you know what action we have taken or will take.  Following the conclusion of our investigation, a written statement expressing our final view will be sent.

4. If you still remain dissatisfied with any aspect of our handling of your complaint, then we will attempt to resolve this promptly through negotiations and otherwise agree to the referral of your complaint to the relevant body as set out below:  Please note any referral must be made within 12 months of our final view.
 

If you are a Consumer Client:

Complaints – Operations
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP

t: 01722 333306

dd: 01722 430042

e: admin@tpos.co.uk

www.tpos.co.uk

 

If you are a Business Client:

RICS Dispute Resolution Service
Surveyor Court
Westwood Way
Coventry
CV4 8JE

t: 020 7334 3806

f: 020 7334 3802

www.rics.org/drs

 

If you are an AMC Customer:

We have a Complaints Handling Procedure for Consumer Credit Related Complaints

Customer Care Promise

If want to find out more about our complaint investigation process. Mason (Rural) Co Unlimited as agents for AMC is committed to a high level of customer support and service. We take very seriously any complaints levied against the firm or our advisers. We aim to treat customers fairly in all ways. We have therefore produced this guide to help you to understand the complaint investigation process.

 

What is a complaint?

The Financial Conduct Authority (FCA) provides a detailed explanation of what constitutes a complaint, but in summary it can be defined as any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination.

I have a complaint, what can I do?

Firstly, you should contact us about your complaint. For more information, the FCA’s website explains what to do if you are unhappy with any financial service or product. You can find this information on the Consumer section of the FCA website at http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain

 

How will we investigate your complaint?

We will investigate your complaint in accordance with the timescales set out above. If we are unable to resolve your complaint to your satisfaction, you have the right to refer your case to the Financial Ombudsman Service (FOS) www.financial-ombudsman.org.uk although you should allow us time to investigate your complaint before you do so. If you are unhappy with the FOS’s findings, you may take your case to court.

 

Who will deal with your complaint?

Simon Williams MRICS FAAV, Masons & Partners LLP, Cornmarket, Louth, LN11 9QD will deal with the issue and you should not hesitate to contact him. He can be contacted by: Email: simon@masonsandpartners.co.uk or in writing at 23 Cornmarket, Louth, Lincolnshire LN11 9QD or by telephone on 01507 350500 or text and WhatsApp on 07968 396549.

Get in touch

Call us on 01507 350500 or send us a message...