Complaints Procedure

1. Marcus Jordan & Co Ltd, a member of The Property Ombudsman aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded a complaints procedure has been introduced. This provides for the matter to be dealt with internally by Sarah Bonarius-Edwards and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.

2. If you believe you have a complaint, please write in the first instance to the Director at the address below:

   Sarah Bonarius-Edwards
   Marcus Jordan & Co Ltd
   1 Market Place
   Olney
   Buckinghamshire
   MK46 4EA

3. Your complaint will be acknowledged within 24 hours but no longer than three working days, investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint.

4. If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint reviewed by our Managing Director at the address given below:

   William Edwards
   Marcus Jordan & Co Ltd
   1 Market Place
   Olney
   Buckinghamshire
   MK46 4EA

5. You will receive our final resposne within 15 working days.

6. If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

   The Property Ombudsman Ltd
   Milford House
   43-45 Milford Street
   Salisbury
   Wiltshire
   SP1 2BP

   01722 333 306
   www.tpos.co.uk

   Please note the following:
   You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

   The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review. In the event that the final review as detailed above still fails to satisfy your complaint, you are at liberty to have the matter referred to The Property Ombudsman.