Complaints procedure

At JM Catley Limited, we pride ourselves on delivering a personal, high-quality service. However, if something hasn’t met your expectations, we want to know about it — and put it right.

 

Step 1: Talk to Us

Most issues can be quickly resolved by speaking to a member of our team. We’re available 24/7 and always happy to help.

Call us on: 0113 322 9962
Email: info@jmcatley.co.uk

Step 2: Make a Formal Complaint

If you’re not satisfied after speaking with us informally, please submit a formal complaint in writing.

Please include:

  • Your name and contact details
  • The property address (if applicable)
  • A clear description of the issue
  • Any relevant dates or documents
  • What outcome you’d like

Step 3: Our Response

We will:

  • Acknowledge your complaint within 3 working days
  • Investigate and provide a full response within 15 working days

If we need more time, we’ll let you know and keep you updated throughout.

Step 4: If You’re Still Not Satisfied

If you’re unhappy with our final response, or if 8 weeks have passed since your complaint, you may refer it to:

Property Redress
7th Floor Corn Exchange, 55 Mark Lane, London, England, EC3R 7NE

0333 321 9418
https://www.propertyredress.co.uk/

We are proud members of The Property Redress Scheme and follow their Code of Practice.