Complaints Procedure

In-house complaints

Elavace is also committed to ensuring our service is operating to the best of its ability, and take complaints seriously.We aim to resolve all complaints at the first point of contact and informally usually by the Investment Consultant who is your point of contact. If this usual process cannot be attained, Elavace have a clear and fair complaints procedure to follow. Complaints should be made in writing or by email and issued to the below details:

enquiries@elavace.co.uk
Elavace Limited,
29 Seymour Street,
Liverpool,
L3 5PE

Our complaints procedure is as follows:

Step 1 – Management to receive complaint

We will acknowledge your complaint by letter or email within 3 working days of receipt and begin our in-house complaints process. We may request further information to assist with the investigation if required.The Management Team will undertake a full investigation into your complaint and speak to all the people involved to build the correct picture. A response will be sent to you in writing by letter or email within 10 working days. If at this stage you still feel dissatisfied, you can ask for a step two review of the complaint.

Step 2 – Operations Director referral to Managing Director

‍We will acknowledge your step two complaint by letter or email within 5 working days. All content relating to your complaint will be provided to the Managing Director who will carry out an independent review. You will receive a written statement, written by our Managing Director who will outline his findings. This may take a further 10 working days. If you remain dissatisfied, please refer your complaint to:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
‍www.tpos.co.uk

‍Please be aware that you have up to 12 months from the date of your final viewpoint letter to refer your complaint to the Ombudsman in writing if you wish to pursue this matter.