In House Complaints Procedure

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 will help us to improve our standards. If you have a complaint, please address your complaint to the directors at the relevant office, this needs to be in writing. Please include 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 you complaint within three working days of receiving it, we will then investigate your complaint. One of the directors will review your file and speak to the member of staff or team 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 you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review: The Property Ombudsman Ltd Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP 01722 333 306 www.tpos.co.uk

 

Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.