We are committed to providing a professional service to all our clients and customers. When something goes wrong, please let us know. This will help us to improve our standards.
Informal Resolution
We encourage you to first attempt to resolve the issue informally by discussing it with the relevant staff member or their supervisor. Many concerns can be addressed quickly through direct communication. If you're unsure who to contact, please email admin@igproperty.co.uk or call our office on 01904 629929 to be directed to the appropriate person.
Formal Complaint Process
If your concern cannot be resolved informally, or if you prefer to proceed with a formal complaint from the outset, the following process will apply:
How to make a complaint
If you have a complaint, please put it in writing either by email or by letter, including as much detail as possible.
- Email: admin@igproperty.co.uk
- Address: I G Property, 22 High Petergate, York, YO1 7EH
We will respond in line with the timeframes set out below.
Is the complaint of a sensitive nature, or related to a specific member of the team?
Please mark this Private and Confidential, and address it to Mrs Katherine Teasdale, General Manager, or please email katherine@igproperty.co.uk.
What Will Happen Next
Acknowledgement - Your complaint will be acknowledged in writing within 3 working days.
Investigation - We will investigate your complaint using our established procedures. This may involve gathering additional information, speaking with relevant parties, and assessing any documentation provided.
Resolution - A written outcome of the complaint will be sent to you within 15 working days. If we need additional time, we will contact you in writing with a revised timescale.
Appeal Process
- If you're not satisfied with our initial response, please contact us again.
- We will arrange for a senior member of staff who was not involved with the initial complaint to conduct a separate review.
- We will provide our final position within 15 working days of your appeal request.
Escalation – Refer your complaint for an Independent Review by our Independent Redress Scheme
Should you remain dissatisfied after our internal review, you can refer your complaint to The Property Ombudsman:
- Address: 33 The Clarendon Centre, Salisbury Business Park, Dairy Meadow Lane, Salisbury, SP1 2TJ
- Phone: 01722 333306
- Website: www.tpos.co.uk/consumers/make-a-complaint/
Please note the following:
- You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final response, including any evidence to support your case.
- The Property Ombudsman requires that all complaints be addressed through this in-house complaints procedure before being submitted for an independent review.
- If you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter.
Further Escalation - Contact Propertymark
If you remain dissatisfied after completing both our internal complaints procedure and The Property Ombudsman review, you can contact Propertymark directly.
Propertymark investigates complaints against its members where there is evidence that an agent has breached their Conduct and Membership Rules.
This includes, but is not limited to:
- Misuse of client money.
- Failure to uphold high standards of ethical and professional practice.
- Failure to respond to correspondence appropriately.
You can download a complaint form from the Propertymark website.
Contacting Propertymark:
- Telephone: 01926 496791
- Website: www.propertymark.co.uk/professional-standards/complaints
- Email: compliance@propertymark.co.uk
Thank you for following our complaints procedure. We are committed to resolving your concerns promptly and effectively.
I G Property Management Team
