We aim to ensure you're happy with the service we provide.

If for any reason you are dissatisfied with your experience we aim to:

• Put things right as best we as quickly as we can
• Take ownership of the complaint
• Learn from the issue, and implement any changes needed to make sure it doesn't happen again

At Morris & Co. we are committed to delivering excellent customer service.

Your feedback is very important to us and will continuously help to improve our service.

Stage 1

Submit your complaint in writing:

To make a complaint, you can use one of the following options:

By phone

Call one of our team on 01600 715418 and discuss the issue via telephone

By email

Contact our complaints team on contact@morrisandcorela.com and share your experience

By post

If you would prefer to contact us by post, you can write to our complaints department at The Forum, 5-7 Cathedral Walk, Gloucester, Gloucestershire GL1 1DF

Stage2

A senior manager will investigate and provide a written response within 15 working days.

What happens next?

If you have a complaint, we will make every effort to resolve this for you within three working days to your satisfaction.

If, for any reason, you're still not happy we will follow the full complaints procedure (set out below).

Stage 3

If you remain dissatisfied after receiving our final viewpoint letter, you may refer the matter to the relevant redress scheme.

Full complaint procedure

Any complaint that cannot be resolved within three business days to your satisfaction, whether verbal or written, will be referred to our Complaints Team at the earliest opportunity. Below is what you can expect.

1. We will acknowledge the complaint in writing to you promptly.
2. We will give you details of The Property Ombudsman Service – www.tpos.co.uk
3. We may contact you to seek clarification on any points where necessary.
4. We will fully investigate your complaint.
5. We will keep you informed of our progress; you can expect our final response no later than eight weeks from the date we receive your complaint, and we will confirm the reason for any delay.
6. We may discuss with you our findings and proposed response before we issue our decision in writing.

What to expect next

Your final response will normally be sent well within the eighty-week limit.

If you have not heard from us within 8 weeks or if you are not satisfied with our response, you have the option of placing the matter before The Property Ombudsman Service.

Our team will provide full details of how to appeal to the Ombudsman and further details are available at www.tpos.co.uk

In case you need it, the address of the Ombudsman is:

The Property Ombudsman Service

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP