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Complaints procedure

For matters relating to our Residential Sales or Lettings service, in the first instance please contact:

The Partners, Sharman Quinney
70 Albert Place
Peterborough
PE1 1DD

or email partners@sharmanquinney.co.uk

If you have a RESIDENTIAL SALES complaint (relating to buying and selling a property)

EA Compliance Department
Connells Group
Cumbria House
16-20 Hockliffe Street
Leighton Buzzard
Bedfordshire
LU7 1GN
T: 01525 215 410
E: complianceresidential@sharmanquinney.co.uk
 

If you have a LETTINGS complaint (relating to renting a property)

Sharman Quinney Residential Lettings
Customer Services
1st Floor
907 Walsall Road
Great Barr
Birmingham
B42 1TN
T: 0121 357 3143
E: lettingspartners@sharmanquinney.co.uk
 
For General Lettings enquiries
T: 01233 620633
E: lettings@sharmanquinney.co.uk 
 

For RESIDENTIAL SALES and LETTINGS complaints; In the event that our company complaints procedure has been exhausted and you still remain dissatisfied, you should note that our Alternative Dispute Resolution entity for both sales and lettings complaints is;

The Property Ombudsman 
Milford house
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
T: 01722 333306
E: admin@tpos.co.uk
W: www.tpos.co.uk


We aim to resolve any complaints received swiftly. You can download our Residential Sales and Lettings Customer (including Lettings insurance) Complaints Procedure leaflet.

Mortgage and Insurance Services 
Matters relating to Mortgage Services are dealt with in a slightly different way. Please download the Mortgage Services Customer Complaints Procedure leaflet or contact Customer Relations in writing at:

Customer Relations Department 
Cumbria House
16-20 Hockliffe Street
Leighton Buzzard
Bedfordshire
LU7 1GN
 
or email customerrelations@SharmanQuinney.co.uk
 
or call 01525 244 504

If your MORTGAGE SERVICES complaint is not dealt with to your satisfaction or we do not issue you with a Final Response within eight weeks, you may refer it to the Financial Ombudsman Service.

The Financial Ombudsman Service provides a free and independent service for consumers and can be contacted at:

The Financial Ombudsman Service 

Exchange Tower

Harbour Exchange Square

London

E14 9SR

Tel: 0800 023 4567

Under EU regulation, from 15 February 2016, for products and services bought online you have the right to refer any complaint to the Online Dispute Resolution platform (ODR) who can put you in touch with the right body to help resolve your complaint.  The ODR will still refer you to the Financial Ombudsman Service as the alternative dispute resolution body. The Financial Ombudsman Service will refer you back to our complaints process unless you’ve already been through this. So you might prefer to go straight to the Financial Ombudsman Service after you’ve been through our complaints process. If you decide to use the ODR platform, when you complete the form online please include the following e-mail address as our contact point: customerrelations@sharmanquinney.co.uk

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Sharman Quinney Holdings Limited is registered in England and Wales under company number 4174227, Registered Office is Cumbria House, 16-20 Hockliffe Street, Leighton Buzzard, Bedfordshire, LU7 1GN.  VAT Registration Number is 500 2481 05. 
For the activities of advising on regulated mortgages and non-investment insurance contracts, Sharman Quinney Holdings Limited is an appointed representative of Connells Limited which is authorised and regulated by the Financial Conduct Authority.  Connells Limited’s Financial Services Register number is 302221.