Complaints Procedure

Vanet Property Asset Management, a member of The Property Ombudsman aims to provide the highest possible service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced. 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.

Stage 1: Head of Department/Branch Manager

All complaints should in the first instance be directed to the Head of Department/Branch Manager. He/she will endeavour to resolve your complaint immediately, but no later than 15 working days from receipt of the complaint.

Stage 2: Director

Should you remain dissatisfied, you may write to the Director of the company. You must do this within 1 month of receiving a response from the Head of Department/Branch Manager who can supply you with the details of the appropriate person. The Director will acknowledge your complaint within 3 working days of receipt. Following investigation and review by the Director a formal written outcome of the complaint will be sent to you within 15 working days.

Stage 3: Property Ombudsman

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 within 6 months. 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 procedure within 8 weeks from the date we receive your written notification.

To submit a formal complaint to Vanet Property Asset Management please email info@vanet.uk.com or complete the form below

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Sales: Vanet Property Asset Management is a trading name of Countrywide Estate Agents,
Registered in England Number 00789476. Registered Office: Greenwood House, 1st Floor, 91-99 New London Road, Chelmsford, Essex, CM2 0PP

Lettings: Vanet Property Asset Management is a trading name of Countrywide Residential Lettings Limited, Registered Office: Greenwood House, 1st Floor, 91-99 New London Road, Chelmsford, Essex, CM2 0PP.
Registered in England Number 02995024 which is an agent and subsidiary of Countrywide Estate Agents, Registered Office: Greenwood House, 1st Floor, 91-99 New London Road, Chelmsford, Essex, CM2 0PP.

Registered in England Number 00789476. Countrywide Residential Lettings Limited is regulated by RICS. Countrywide Estate Agents is an appointed representative of Countrywide Principal Services Limited which is authorised and regulated by the Financial Conduct Authority.