Heaton Group is committed to providing professional service and the highest customer satisfaction. Heaton Group is also committed to reviewing and improving the services provided through complaints. Heaton Group intends to resolve all complaints in the first instance and usually informally through your Property Investment Advisor. If an informal resolution is not possible, Heaton Group has a clear and fair grievance process.
Complaints should be in writing or by email to the following details: complaints@heatongroup.co.uk
2-4 Wigan Road Hindley Wigan Greater Manchester WN2 3BE
Heaton Group has a two-stage complaints process:
STAGE 1 – Sales Director Review
We will acknowledge your complaint by letter or email and initiate our internal complaints procedure within 10 working days of receipt of your complaint. If necessary, we may request additional information to assist in the investigation. Heaton Group’s Sales Director will fully investigate your complaint and will speak with all involved to formulate a response. You will receive a written response by letter or email within 15 business days.
For more complex complaints, the inspection may take longer. If a response cannot be prepared within 15 business days, we will let you know when a complete response is expected. If you are still not satisfied at this stage, you can request a second-stage review of the complaint by writing to the Managing Director explaining why you disagree with the first-stage response.
STAGE 2 – Managing Director Review
We will acknowledge your Level 2 complaint by letter or email within 10 working days of receipt. If necessary, we may request additional information to assist in the investigation. All documents related to your complaint will be provided to the Managing Director, who will conduct a full and independent investigation.
You will receive a written statement from the Heaton Group’s managing director setting out the review findings and Heaton Group’s final position within 15 business days. We will notify you at the estimated time if an answer cannot be prepared within this period.
If you are still not satisfied, you have the right to send your complaint to: Property Redress Scheme: 1st Floor, Premiere House, Elstree Way, Borehamwood, WD6 1JH
https://www.theprs.co.uk/
Please note that you have up to 12 months from the date of your final position letter to submit your complaint in writing to the Ombudsman if you wish to follow up on the matter.
