Complaints Handling Procedure

At Valore Asset Management, we will do our absolute best to make you feel respected and valued as a customer. However, we appreciate that, from time to time, we might drop the ball. We’re not the kind of company that wants to become entrenched in our position and turn a valued customer relationship toxic. We will do all we can to make amends for any mistakes, hopefully before you feel the need to complain.If we’ve done our best and you still aren’t happy, rest assured that we have a formal complaints procedure that you can utilise to bring a resolution to your issue(s).

Making a Complaint

If you haven’t been able to resolve your issue informally, we politely ask you to put the matter in writing. This should be in the form of an email sent to:complaints@valoreproperty.co.ukWe ask that you provide the following information with your complaint. This will allow us to pass it to the most appropriate person and provide a swift response:Your name, address, email address and phone number. Please state your preferred method of communication for our response.The names of any Valore Asset Management employees who have dealt with the issue(s) to date.A clear description of your complaint, including any supporting evidence and documentation.Your thoughts on how you feel we can put the issue right.We suggest that you keep records of all communications you send to us and receive from us. This will assist you should your complaint need to be escalated to a third party.Once you have submitted your complaint, you can expect us to acknowledge receipt within three working days. A full response will be provided within 15 working days from the date the complaint was received.

Escalating a Complaint

If you are not happy with the response you received following our investigation, you can request that the matter be referred to a Director of the company.The Director will undertake a separate review of your complaint, reviewing all documentation previously provided, and will likely contact you to discuss any parts of your complaint about which they require further information.Should you wish to escalate your complaint in this manner, please submit your request in writing to the member of our team who previously provided you with a response.

Company Number: 07862275
Registered Office: Manor Court Chambers, Townsend Drive, Nuneaton, Warwickshire, CV11 6RU
Telephone: 0203 488 5335
Email: complaints@valoreproperty.co.uk

Within three working days of your request, the relevant Director will make contact with you.You can expect a full response to your complaint within 10 working days from the date you escalated the matter.In certain cases, your initial complaint may be referred directly to a Director for review. You will not have the ability to escalate the complaint internally should this be the case.Any response to a complaint from a Director should be considered our final viewpoint on the matter.

Referring to the Ombudsman

If you are still not satisfied after the final stage of our in-house complaints procedure, or more than eight weeks have elapsed since the complaint was first made, you can refer the matter, without charge, to the most appropriate independent review body listed below.

If You Are a Consumer

You should contact:The Property Ombudsman LtdMilford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Phone: 01722 333 306
Email: complaints@valoreproperty.co.uk
Web: www.tpos.co.uk

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter. You will need to provide the Ombudsman with a complete file of supporting evidence and confirm that you have followed, or attempted to follow, our internal complaints procedure.

If You Are Acting in a Business or Corporate Capacity

You should contact: Centre for Effective Dispute Resolution (CEDR)70 Fleet Street
London
EC4Y 1EU

Web: https://www.cedr.com/
Telephone: 020 7536 6060 Company Number: 07862275
Registered Office: Manor Court Chambers, Townsend Drive, Nuneaton, Warwickshire, CV11 6RU
Telephone: 0203 488 5335
Email: complaints@valoreproperty.co.uk