Complaints Procedure for Stamp Duty Advice Bureau

We take pride in providing high-quality services to our clients. However, in the event that you are not satisfied with our service, we have a complaints procedure in place to resolve your concerns as quickly and efficiently as possible. Please follow the steps below:

Step 1: Contact us
If you have a complaint, please email us at [email protected]. Alternatively, you can send us a letter to our registered address, clearly marked as a complaint.

Step 2: Acknowledgment of your complaint
We will acknowledge your complaint within five working days of receipt, letting you know who will be handling your complaint. We will also provide you with a copy of our complaints procedure.

Step 3: Investigation of your complaint
Your complaint will be investigated thoroughly by a senior member of our team. They will review all relevant documentation and will contact you if they require further information.

Step 4: Response to your complaint
We aim to respond to all complaints within 28 days of receipt. If we are unable to provide a final response within this timeframe, we will write to you and let you know when we expect to be able to provide a final response.

Our response will explain the outcome of our investigation, including any actions we have taken or will take to resolve your complaint. If we have made an error, we will apologize and will offer appropriate remedial action.

Step 5: Final response
If you remain dissatisfied with our response, or if we have been unable to provide a final response within eight weeks of your complaint, you may refer your complaint to Citizens Advice at:

Bury Metropolitan Borough Council
Trading Standards Service
3 Knowsley Place
Duke Street

t: Citizens Advice consumer helpline on 0808 2231133
f: 0161 2535547
e: [email protected]
w: Bury Metropolitan Borough Council Trading Standards website

Please note that Citizens Advice may not consider your complaint until you have first raised the issue with us and given us an opportunity to resolve it.