All Jackson-Stops, Group Members strive to achieve high levels of customer service at all times. However, we appreciate that occasionally business dealings do not go according to plan and in such instances we operate a Complaints Handling Procedure, which meets the regulatory requirements, so that our clients may inform us of any issue they have experienced and we will try and resolve them.

In most cases most complaints can be simply rectified without resorting to a formal procedure and we remain keen to resolve problems on this basis. In the first instance, please telephone or email the Office Manager or Director in charge at the Branch your complaint relates to and they will seek to resolve the matter with you.

If your complaint cannot be resolved on this basis, or if you prefer to follow our formal procedure from the outset, then please contact the Director in charge of the Branch your complaint relates to in order to request a copy of their formal Complaints Handling Procedure, which sets out what you need to do, who to contact and what will happen if you are not satisfied with the outcome; OR if you search the link below to find the local branch home page, a copy of the Branch Complaints Handling Procedure can be downloaded, together with further information about which Redress Scheme will apply in the event we cannot agree on how to resolve the complaint following our internal review.

Jackson-Stops branch list

All Jackson-Stops Group Members are required to be Members of a Property Redress Scheme.

We will ask you to put your complaint in writing to the nominated Director in charge of that Branch, and after we have received your written summary, we will respond in writing within 3 working days confirming our understanding of the circumstances leading to your complaint and inviting further comment. 

Within 15 working days of receiving your written summary the person dealing with your case will inform you in writing of the outcome of the investigation into your complaint and let you know what action, if any, has been or will be taken.

If you are dissatisfied with any aspect of our handling of your complaint, you can contact the current Chairman of the Jackson-Stops Group, whose name and address will be provided upon request. They will personally conduct a separate review of your complaint and contact you within 14 days to inform you of the conclusion of this review.

Finally, if you remain dissatisfied with any aspect of our handling of your complaint, we are Members of the Redress Schemes, and our formal Complaints Handling Procedure provides further details on how to go about this.