Morgans, a member of the Property Ombudsman, aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure is in place. This provides for the matter to be dealt with internally and, in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.

If you believe you have a complaint, please write in the first instance to:

Jacqui Pringle
Operations Manager
Morgans Cityliving
1 Dock Street
Leeds
LS10 1NB

Or email [email protected]

Your written complaint will:
be acknowledged within 24 hours whenever practicable but in no longer than 3 working days,
investigated thoroughly in accordance with established in-house procedures and
a formal reply will be sent to you within 15 working days of receipt of your complaint.

If you are not satisfied with the outcome of our initial investigation, you are provided with a further and final opportunity to have the complaint reviewed by a member of the senior management team, who has not already been involved in the initial investigation. This should be raised with Jonathan Morgan, MD, at the above address and he will conduct the review.

In the event that the final review, as detailed above, still fails to satisfy your complaint, then you are at liberty to have the matter referred to The Property Ombudsman. We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification.

www.tpos.co.uk

We have client money protection via ARLA – MO200870 and NAEA – C0011302