MAKING A COMPLAINT
When something goes wrong, we need you to tell us about it.
We are committed to providing a professional service to all our clients and customers. If you’re unhappy about something, we need to know. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
– We will send you a letter acknowledging receipt of your complaint within three working
days of receiving it, enclosing a copy of this procedure.
– We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working
days of sending the acknowledgement letter.
– If, at this stage, you are still not satisfied, you should contact us again and we will
arrange for a separate review to take place by a Director.
– We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
Milford House
43–45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
tpos.co.uk
Please note the following:
The Property Ombudsman requires that all complaints are addressed through this in–house complaints procedure, before being submitted for an independent review.
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