If you are dissatisfied with any aspect of our service relating to your Home Information Pack, our website or any other problem you have experienced with Merseyhip Ltd, then you have the opportunity to raise your comments and concerns.

Who to contact?

You can contact email – This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
phone – 0151 203 1896
write to – FAO Ian Jones, Merseyhip Ltd, 448 Queens Drive Liverpool L13 0AR

We promise to

- have a formal written complaints procedure for handling complaints speedily and fairly:
If you wish to make a complaint, it will be handled as follows:

• A complaint will be acknowledged within 5 working days of receipt
• A complaint will normally be dealt with fully within 4 weeks of its receipt. If there are valid reasons for the consideration taking longer, you will be kept fully informed in writing or via telephone or email as you prefer and receive a response at the very latest within 8 weeks
• At your request, we will liaise with counselling organisations acting on your behalf
• If you are not satisfied with the final outcome, you may refer the complaint to the Independent Property Codes Adjudication Scheme and we will give you contact details
• We will co-operate fully with the independent adjudicator during the resolution
  investigation and comply with any decision