Complaints Procedure


We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.

If you have a complaint, please put this in writing (letter or e-mail) to us. We will then acknowledge and respond in line with the timescales and stages set out below.

Stage 1 – Your complaint.

Please put your complaint in writing by letter or e-mail and address it to: Edward Caudwell, Managing Director, Old Masson Farm, Snitterton, Matlock, Derbyshire, DE4 2JG. E-mail: Please include as much details as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.

Stage 2 – Our acknowledgement.

Your complaint will be acknowledged and we will start our in house complaints process.

Timescale: Within three working days of receiving your complaint.

Stage 3 – Our investigation.

Your complaint will be investigated and Edward Caudwell will provide a formal written response addressing you specific complaints and prosing resolutions where appropriate.

Timescale : Within 15 working days of receiving your complaint.

Stage 4 – Final viewpoint

If you remain dissatisfied, you should contact us again and we will conduct a separate review to take place by Edward Caudwell

Timescale: Within 15 working days of receiving your request for a further review.

Stage 5 – The Property Ombudsman

If our final viewpoint letter does not resolve matters (or more that 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. The property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, SP1 2BP. Tel: 01722333306 or via the website

Timescale: you must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter.

  • Type
    Area (and surrounding)
    No of Bedrooms

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