Complaints Procedure

Vale & Marsh is here to help you…

The purpose of the complaints procedure is to ensure we deal quickly, effectively and efficiently with your grievance and where possible, turn a potentially negative situation into a positive one.

Vale & Marsh strives to provide a high standard of service to all our customers. However, sometimes things can, unfortunately go wrong and if that happens, we are fully committed to resolving matters promptly and fairly.

For ease we have detailed our complaints process below:

Please write using the address below or email the Property Manager Caroline Imrie. (management@valeandmarsh.com) with the details of your complaint setting out clearly the reasons for your grievance(s) together with relevant dates, names of any staff members you dealt with and enclosing/attaching any supporting evidence.

The Property Manager is required to acknowledge your complaint in writing (letter or email) within 3 working days of receiving it.

The Property Manager will review your complaint and provide you with a formal written outcome of her investigation within 15 working days of receiving the complaint.

Should you not be satisfied with the Property Manager’s response you may write to the Company Director Alex Norwood Hill at the address below or email alex.norwood.hill@vaneandmarsh.com and he will carry out a separate review of your complaint resulting in a final view, which will be sent to you within 15 working days of the matter being escalated to him.

All complaints must be in writing. Should you still be dissatisfied after receiving our final view, then you may refer the complaint to the Ombudsman whose details are below:

Vale & Marsh:

Vale & Marsh,
2 Windmill Oast, Windmill Farm,
Benenden Road,
Rolvenden,
Kent, TN17 4PF

The Property Ombudsman:

The Property Ombudsman,
Milford House,
43-55 Milford Street,
Sailsbury,
Wiltshire, SP1 2BP