We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This helps us 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 addressed your complaint within eight weeks, you may be able to refer it to The Property Ombudsman without waiting for our final viewpoint.
We will send you a letter acknowledging receipt of your complaint within three working days, along with a copy of this procedure.
We will then investigate your complaint. This will normally be handled by the office manager, who will review your file and speak to the staff member involved. A formal written outcome of our investigation will be sent to you within 15 working days of the acknowledgement letter.
If you are still not satisfied, you may contact us again and we will arrange for a separate review by a senior member of staff.
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 contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire SP1 2BP
Tel: 01722 333 306
www.tpos.co.uk
You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.
You must include any supporting evidence with your submission.
The Property Ombudsman requires that all complaints are first addressed through this in-house complaints procedure before being reviewed independently.
