We are committed to providing a professional service to all our clients and customers, but at times understand things don’t always go as planned. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below:
Mike Smithson, Managing Director
Paul Offley, Group Compliance Officer, nurtur.group
Jon Cooke, Chief Executive Officer, nurtur.group
What will happen next?
Your complaint will be acknowledged within three working days of us receiving it.
Your complaint will then be investigated at stage 1. Mike will review your concerns and provide a written outcome within 15 working days of sending the acknowledgement letter.
Hopefully this will resolve the matter but if not, we would ask that you move to stage 2 and contact Paul. The Property Jungle is part of the Nurtur Group (www.nurtur.group) and Paul would review as part of his overall Group Compliance remit. Paul will acknowledge receipt and provide a review within 7 days of receipt.
The final stage of our process where we have not been able to resolve this matter would be completed by our Group Chief Executive Officer, Jon Cooke. Jon would conduct a final review of your concerns and the responses provided in the 3 stages of the complaints process and provide a final viewpoint on behalf of the Group. Jon’s response would be final and conclude our internal complaints process.