Do You Need To Make A Complaint?

If You Have A Complaint

At Campbells we are committed to providing excellent levels of service and have been doing so since 1989. The whole team strive to meet the expectations of our customers and anyone we come into contact with.

If service can be improved or your expectations have not been met then we want to hear and know about it.

If you have concerns and you are not totally happy then please come and talk to us, either face-to-face or by telephone. Our main number is 01327 878926 where you can choose who you would like to speak to.

If you would like speak to Paul Campbell, who founded the business, then his mobile number is 07768 346869.

If, after talking it through you are still unhappy, then we do have a complaints procedure for you to follow:

If you have preferred not to contact Paul Campbell directly by telephone (as above) then please formally write to him at Campbells, 36 High Street, Daventry, Northants, NN11 4HU or if it is easier, send an email to  p.campbell@campbell-online.co.uk

Please include all the relevant detail such as date(s), the member(s) of our team involved and all the relevant circumstances to your complaint – this will help us carry out our investigation quickly.

We will acknowledge your complaint in writing within 3 working days of receipt.

Depending on the circumstances you can expect a full written response from Paul within 14 working days of this acknowledgement – we want to resolve your complaint to your complete satisfaction as soon as possible.

If, after receiving Paul’s response you honestly feel that your concerns have not been fully addressed internally then you may refer your complaint to the NAEA, who we choose to belong to, or the Property Ombudsmen as detailed below:

The Property Ombudsman, Milford House, 43 – 45 Milford Street, Salisbury, Wiltshire, SP1 2BP.

You should send the Property Ombudsman full details of your complaint and, if possible, copies of all correspondence between you and Campbells.

If you need help or advice to make your complaint please ask the Ombudsman. You can ask someone such as a friend or solicitor to make a complaint on your behalf however, you would have to pay any costs you may incur.

The team at the Ombudsman will first let you know whether or not the complaint meets the criteria for their consideration.

On occasion, the Ombudsman may try to sort out the problem between you and Campbells without undertaking a formal investigation.

If the Ombudsman accepts your complaint, they will obtain copies of any relevant correspondence from Campbells on our files and ask Campbells to provide further information. Both you and Campbells may be asked to provide further information.

At the end of their investigation, the Ombudsman will write to you and Campbells with their decision. If the Ombudsman upholds your complaint and recommends action to put things right, then Campbells will act on their recommendations.