{"id":11634,"date":"2021-04-07T07:25:22","date_gmt":"2021-04-07T07:25:22","guid":{"rendered":"https:\/\/hanoverpropertygroup.com\/?page_id=11634"},"modified":"2021-04-09T12:09:35","modified_gmt":"2021-04-09T12:09:35","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/hanoverpropertygroup.com\/complaints-procedure\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"<p>[vc_row full_width=&#8221;&#8221; parallax=&#8221;&#8221; parallax_image=&#8221;&#8221; fullscreen=&#8221;none&#8221; verticalcenter=&#8221;none&#8221; deckmode=&#8221;none&#8221;][vc_column width=&#8221;1\/1&#8243;][vc_column_text el_class=&#8221;term-condtion-section&#8221;]<\/p>\n<h1>In-House Complaints Procedure<\/h1>\n<p>We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.<\/p>\n<p>If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (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).<\/p>\n<p>What will happen next?<\/p>\n<ul>\n<li>We will send you a letter or email acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.<\/li>\n<li>We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.<\/li>\n<li>If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.<\/li>\n<li>We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.<\/li>\n<\/ul>\n<p>If you remain dissatisfied, you can then contactThe Property Ombudsman to request an independent review:<\/p>\n<p><strong>The Property Ombudsman Ltd<br \/>\nMilford House<br \/>\n43-45 Milford Street<br \/>\nSalisbury<br \/>\nWiltshire<br \/>\nSP1 2BP<br \/>\n<a style=\"color: #000; text-decoration: none;\" href=\"tel:01722 333 306\">01722 333 306<\/a><br \/>\n<a href=\"https:\/\/www.tpos.co.uk\/\" target=\"_blank\">www.tpos.co.uk<\/a> <\/strong><\/p>\n<p>Please note the following:<\/p>\n<p>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.<\/p>\n<p>The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.[\/vc_column_text][\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221; parallax=&#8221;&#8221; parallax_image=&#8221;&#8221; fullscreen=&#8221;none&#8221; verticalcenter=&#8221;none&#8221; deckmode=&#8221;none&#8221; el_class=&#8221;pre_footer footer-upper-bg footer-row-bg&#8221; background=&#8221;.visualplusbackground_1438765886001 { background: transparent -moz-linear-gradient(center top , rgb(236, 236, 236), rgb(196, 196, 196)) repeat scroll 0% 0% !important; !important;}&#8221;][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;dark-blue-box&#8221;][vc_column_text css_animation=&#8221;&#8221; el_class=&#8221;footer-blue-bg-left footer-bottm-space&#8221;]<\/p>\n<div class=\"footer-heading-bg\">\n<div class=\"footer-heading-wrapper\">\n<div class=\"text-underline\">\n<h1>Property of the week<\/h1>\n<\/div>\n<\/div>\n<div class=\"clearfix\"><\/div>\n<\/div>\n<div class=\"footer-left\"><div class=\"row\">\n            <div class=\"col-md-6 week_prop_left\"><img loading=\"lazy\" decoding=\"async\" alt=\"PROPERTY OF THE WEEK\" width=\"258\" height=\"126\" src=\"https:\/\/hanoverpropertygroup.com\/wp-content\/uploads\/2024\/10\/front-4.jpg\" \/><\/div>\n            <div class=\"col-md-6 week_prop_right\"><h4 class=\"blue-text\">Discounted Price: \u00a3 219,950<\/h4><table>\n            <tbody>\n            <tr>\n            <td class=\"home_prop_label\">Location:<\/td>\n            <td><span class=\"prop_val\">Essex<\/span><\/td>\n            <\/tr>\n            <tr>\n            <td class=\"home_prop_label\">Market Value:<\/td>\n            <td><span class=\"prop_val\">\u00a3 260,000<\/span><\/td>\n            <\/tr><tr>\n            <td class=\"home_prop_label\">Property Type:<\/td>\n            <td><span class=\"prop_val\">Apartment<\/span><\/td>\n            <\/tr>\n            <tr>\n            <td class=\"home_prop_label\">Rental income:<\/td>\n            <td><span class=\"prop_val\">\u00a3 1,200 per month<\/span><\/td>\n            <\/tr><\/tbody>\n            <\/table>\n            <\/div>\n            <\/div>\n            <div class=\"button-area\"><a href=\"\/property_investment\/\" class=\"btn btn-primary\">For more BMV properties<\/a><\/div><\/div>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;footer-intersted-form&#8221;][vc_column_text css_animation=&#8221;&#8221; el_class=&#8221;footer-bottm-space&#8221;]<\/p>\n<div class=\"footer-heading-bg\">\n<div class=\"footer-heading-wrapper-right\">\n<div class=\"text-underline\">\n<h1>INTERESTED?<\/h1>\n<\/div>\n<\/div>\n<div class=\"clearfix\"><\/div>\n<\/div>\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f5-o1\" lang=\"en-US\" dir=\"ltr\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/wp-json\/wp\/v2\/pages\/11634#wpcf7-f5-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<div style=\"display: none;\">\n<input type=\"hidden\" name=\"_wpcf7\" value=\"5\" \/>\n<input type=\"hidden\" name=\"_wpcf7_version\" value=\"5.8.5\" \/>\n<input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/>\n<input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f5-o1\" \/>\n<input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/>\n<input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/>\n<input type=\"hidden\" name=\"_wpcf7_recaptcha_response\" value=\"\" \/>\n<\/div>\n<div id=\"rev-slider-widget-3\" class=\"row signupbox popup-relative contact-page-form contactform_discount\">\n\t<div class=\"col-md-10 contact-form-footer text-center\">\n\t<div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n\t\t<p>Enter your details below to receive\n\t\t<\/p>\n\t\t<h4 class=\"blue-text\">OUR LATEST DISCOUNTED PROPERTIES\n\t\t<\/h4>\n\t\t<div class=\"form-group\">\n\t\t\t<div class=\"input-group-lg\">\n\t\t\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"Name\"><input size=\"40\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required form-control\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Name\" value=\"\" type=\"text\" name=\"Name\" \/><\/span>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"form-group\">\n\t\t\t<div class=\"input-group-lg\">\n\t\t\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"Email\"><input size=\"40\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email form-control\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Email\" value=\"\" type=\"email\" name=\"Email\" \/><\/span>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"form-group\">\n\t\t\t<div class=\"input-group-lg\">\n\t\t\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"Phone\"><input size=\"40\" class=\"wpcf7-form-control wpcf7-text form-control\" aria-invalid=\"false\" placeholder=\"Phone Number\" value=\"\" type=\"text\" name=\"Phone\" \/><\/span>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"form-group captcha-div\">\n\t\t<span class=\"wpcf7-form-control-wrap recaptcha\" data-name=\"recaptcha\"><span data-sitekey=\"6LdwQbQUAAAAALt_04rWNPTvKwlyXYNZb0Ka0egj\" class=\"wpcf7-form-control wpcf7-recaptcha g-recaptcha\"><\/span>\r\n<noscript>\r\n\t<div class=\"grecaptcha-noscript\">\r\n\t\t<iframe loading=\"lazy\" src=\"https:\/\/www.google.com\/recaptcha\/api\/fallback?k=6LdwQbQUAAAAALt_04rWNPTvKwlyXYNZb0Ka0egj\" frameborder=\"0\" scrolling=\"no\" width=\"310\" height=\"430\">\r\n\t\t<\/iframe>\r\n\t\t<textarea name=\"g-recaptcha-response\" rows=\"3\" cols=\"40\" placeholder=\"reCaptcha Response Here\">\r\n\t\t<\/textarea>\r\n\t<\/div>\r\n<\/noscript>\r\n<\/span>\n\t\t<\/div>\n\t\t<div class=\"form-group discounted-group\">\n\t\t\t<div class=\"input-group-lg\">\n\t\t\t\t<p><label class=\"contact-page-check\"><span class=\"wpcf7-form-control-wrap\" data-name=\"checkbox-716\"><span class=\"wpcf7-form-control wpcf7-checkbox wpcf7-exclusive-checkbox use_label_element property_deals\"><span class=\"wpcf7-list-item first last\"><input type=\"checkbox\" name=\"checkbox-716\" value=\"I OPT IN to receive BMV property deals\" \/><span class=\"wpcf7-list-item-label\">I OPT IN to receive BMV property deals<\/span><\/span><\/span><\/span><\/label><input class=\"wpcf7-form-control wpcf7-submit has-spinner discounted-hide\" type=\"submit\" value=\"Submit\" \/><input type=\"button\" class=\"discounted_submit_btn btn-primary\" value=\"Submit\" \/>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<input class=\"wpcf7-form-control wpcf7-hidden discounted_form_response\" value=\"\" type=\"hidden\" name=\"discounted_form_response\" \/>\n\t<div id=\"discount_myModal\" class=\"dd_modal\">\n\t\t<div class=\"dd_modal-content\">\n\t\t\t<p>Please note that you must OPT IN to receive property deals from us. If you want to receive details of properties from us you must tick the box and submit again.\n\t\t\t<\/p>\n\t\t\t<p><span class=\"dd_close dd_confirm dd_btn dd_btn-lg dd_btn-primary\" tabindex=\"1\" style=\"display: inline-block;\">OK<\/span>\n\t\t\t<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n<\/form>\n<\/div>\n[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>[vc_row full_width=&#8221;&#8221; parallax=&#8221;&#8221; parallax_image=&#8221;&#8221; fullscreen=&#8221;none&#8221; verticalcenter=&#8221;none&#8221; deckmode=&#8221;none&#8221;][vc_column width=&#8221;1\/1&#8243;][vc_column_text el_class=&#8221;term-condtion-section&#8221;] In-House Complaints Procedure We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please put it in<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Complaints Procedure - The Empire Property Group<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hanoverpropertygroup.com\/complaints-procedure\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Procedure - The Empire Property Group\" \/>\n<meta property=\"og:description\" content=\"[vc_row full_width=&#8221;&#8221; parallax=&#8221;&#8221; parallax_image=&#8221;&#8221; fullscreen=&#8221;none&#8221; verticalcenter=&#8221;none&#8221; deckmode=&#8221;none&#8221;][vc_column width=&#8221;1\/1&#8243;][vc_column_text el_class=&#8221;term-condtion-section&#8221;] In-House Complaints Procedure We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please put it in\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hanoverpropertygroup.com\/complaints-procedure\/\" \/>\n<meta property=\"og:site_name\" content=\"The Empire Property Group\" \/>\n<meta property=\"article:modified_time\" content=\"2021-04-09T12:09:35+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hanoverpropertygroup.com\/wp-content\/uploads\/2022\/07\/front.jpg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hanoverpropertygroup.com\/complaints-procedure\/\",\"url\":\"https:\/\/hanoverpropertygroup.com\/complaints-procedure\/\",\"name\":\"Complaints Procedure - The Empire Property Group\",\"isPartOf\":{\"@id\":\"https:\/\/hanoverpropertygroup.com\/#website\"},\"datePublished\":\"2021-04-07T07:25:22+00:00\",\"dateModified\":\"2021-04-09T12:09:35+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/hanoverpropertygroup.com\/complaints-procedure\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/hanoverpropertygroup.com\/complaints-procedure\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/hanoverpropertygroup.com\/complaints-procedure\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/hanoverpropertygroup.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Complaints Procedure\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/hanoverpropertygroup.com\/#website\",\"url\":\"https:\/\/hanoverpropertygroup.com\/\",\"name\":\"The Empire Property Group\",\"description\":\"Helping you to invest for Less.\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/hanoverpropertygroup.com\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Complaints Procedure - The Empire Property Group","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/hanoverpropertygroup.com\/complaints-procedure\/","og_locale":"en_US","og_type":"article","og_title":"Complaints Procedure - The Empire Property Group","og_description":"[vc_row full_width=&#8221;&#8221; parallax=&#8221;&#8221; parallax_image=&#8221;&#8221; fullscreen=&#8221;none&#8221; verticalcenter=&#8221;none&#8221; deckmode=&#8221;none&#8221;][vc_column width=&#8221;1\/1&#8243;][vc_column_text el_class=&#8221;term-condtion-section&#8221;] In-House Complaints Procedure We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please put it in","og_url":"https:\/\/hanoverpropertygroup.com\/complaints-procedure\/","og_site_name":"The Empire Property Group","article_modified_time":"2021-04-09T12:09:35+00:00","og_image":[{"url":"https:\/\/hanoverpropertygroup.com\/wp-content\/uploads\/2022\/07\/front.jpg"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/hanoverpropertygroup.com\/complaints-procedure\/","url":"https:\/\/hanoverpropertygroup.com\/complaints-procedure\/","name":"Complaints Procedure - The Empire Property Group","isPartOf":{"@id":"https:\/\/hanoverpropertygroup.com\/#website"},"datePublished":"2021-04-07T07:25:22+00:00","dateModified":"2021-04-09T12:09:35+00:00","breadcrumb":{"@id":"https:\/\/hanoverpropertygroup.com\/complaints-procedure\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/hanoverpropertygroup.com\/complaints-procedure\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/hanoverpropertygroup.com\/complaints-procedure\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/hanoverpropertygroup.com\/"},{"@type":"ListItem","position":2,"name":"Complaints Procedure"}]},{"@type":"WebSite","@id":"https:\/\/hanoverpropertygroup.com\/#website","url":"https:\/\/hanoverpropertygroup.com\/","name":"The Empire Property Group","description":"Helping you to invest for Less.","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/hanoverpropertygroup.com\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"}]}},"_links":{"self":[{"href":"https:\/\/hanoverpropertygroup.com\/wp-json\/wp\/v2\/pages\/11634"}],"collection":[{"href":"https:\/\/hanoverpropertygroup.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/hanoverpropertygroup.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/hanoverpropertygroup.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/hanoverpropertygroup.com\/wp-json\/wp\/v2\/comments?post=11634"}],"version-history":[{"count":0,"href":"https:\/\/hanoverpropertygroup.com\/wp-json\/wp\/v2\/pages\/11634\/revisions"}],"wp:attachment":[{"href":"https:\/\/hanoverpropertygroup.com\/wp-json\/wp\/v2\/media?parent=11634"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}