{"id":2311,"date":"2026-01-07T13:07:21","date_gmt":"2026-01-07T13:07:21","guid":{"rendered":"https:\/\/wptest.henryhomes.co.uk\/?page_id=2311"},"modified":"2026-03-16T17:25:52","modified_gmt":"2026-03-16T17:25:52","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/wptest.henryhomes.co.uk\/?page_id=2311","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2311\" class=\"elementor elementor-2311\">\n\t\t\t\t<div class=\"elementor-element elementor-element-80cc1fe e-flex e-con-boxed e-con e-parent\" data-id=\"80cc1fe\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0c28878 elementor-widget elementor-widget-text-editor\" data-id=\"0c28878\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div><strong>\u00a0<\/strong><\/div><div><strong>\u00a0<\/strong><strong>Complaints Procedure \u2013 Henrys<\/strong><\/div><div>\u00a0<\/div><div>At Henrys, we aim to provide a professional, transparent and high-quality service at all times. However, we recognise that occasionally things may not go as planned. If you are unhappy with any aspect of our service, we welcome the opportunity to address your concerns and put matters right.<\/div><div>\u00a0<\/div><div>We are committed to fairness and accessibility. Where necessary, we will make reasonable adjustments for customers who may be disadvantaged due to age, disability, illness, language barriers, financial difficulty, bereavement, or limited understanding of the process.<\/div><div>\u00a0<\/div><div>\u2e3b<\/div><div>\u00a0<\/div><div>How to Make a Complaint<\/div><div>\u00a0<\/div><div>All complaints should be submitted in writing to ensure we fully understand your concerns. Please provide as much detail as possible, including relevant dates, names and supporting information.<\/div><div>\u00a0<\/div><div>Once received, your complaint will be managed in line with the process below.<\/div><div>\u00a0<\/div><div>\u2e3b<\/div><div>\u00a0<\/div><div>Our Complaint Handling Process<\/div><div>\u00a0<\/div><div>Stage 1 \u2013 Acknowledgement<\/div><div>We will confirm receipt of your complaint in writing within three working days and provide a copy of this procedure.<\/div><div>\u00a0<\/div><div>Stage 2 \u2013 Investigation<\/div><div>Your complaint will be carefully reviewed by our management team. This may involve:<\/div><div>\u2022Reviewing your file<\/div><div>\u2022Speaking to relevant staff members<\/div><div>\u2022Assessing any supporting evidence<\/div><div>\u00a0<\/div><div>You will receive a written response outlining our findings within 15 working days of receipt.<\/div><div>\u00a0<\/div><div>Stage 3 \u2013 Escalation<\/div><div>If you remain dissatisfied, you may request a further review. This will be overseen by:<\/div><div>\u00a0<\/div><div>Karen McNicholas \u2013 Company Secretary<\/div><div>\u00a0<\/div><div>An independent internal assessment will be carried out and a formal response issued within 15 working days.<\/div><div>\u00a0<\/div><div>Stage 4 \u2013 Independent Redress<\/div><div>If you are still unhappy after our final response, or if eight weeks have passed since you first submitted your complaint, you have the right to refer the matter to:<\/div><div>\u00a0<\/div><div>Property Redress Scheme<\/div><div>This service is free of charge and provides independent adjudication.<\/div><div>\u00a0<\/div><div>\u2e3b<\/div><div>\u00a0<\/div><div>Important Information<\/div><div>\u2022Complaints must be referred to Property Redress within 12 months of our final written response<\/div><div>\u2022You must complete our internal complaints process before contacting Property Redress<\/div><div>\u2022Supporting documentation should be provided where possible<\/div><div>\u00a0<\/div><div>\u2e3b<\/div><div>\u00a0<\/div><div>Registered office<\/div><div>\u00a0<\/div><div>7th Floor, Corn Exchange<\/div><div>55 Mark Lane<\/div><div>London<\/div><div>EC3R<\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>\u00a0\u00a0Complaints Procedure \u2013 Henrys\u00a0At Henrys, we aim to provide a professional, transparent and high-quality service at all times. However, we recognise that occasionally things may not go as planned. If you are unhappy with any aspect of our service, we welcome the opportunity to address your concerns and put matters right.\u00a0We are committed to fairness [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"full-width-container","site-content-style":"unboxed","site-sidebar-style":"unboxed","ast-global-header-display":"","ast-banner-title-visibility":"disabled","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-2311","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints Procedure - Henrys<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/wptest.henryhomes.co.uk\/?page_id=2311\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Procedure - Henrys\" \/>\n<meta property=\"og:description\" content=\"\u00a0\u00a0Complaints Procedure \u2013 Henrys\u00a0At Henrys, we aim to provide a professional, transparent and high-quality service at all times. 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