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:
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury SP1 2BP
01722 333 306
www.tpos.co.uk
We are proud members of The Property Ombudsman Scheme and follow their Code of Practice.
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, 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.