Complaints Procedure

We are committed to providing a professional service to all of our clients and customers. So, if something goes wrong, please don’t hesitate to let us know, as this will help us to improve our standards.

We will, where appropriate, make reasonable adjustments for any customers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or ability to speak English.

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 that we have not addressed your complaint within eight weeks, you may be able to refer the matter to the Property Ombudsman for consideration, even if we have not issued our final response.

What will happen next?

We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. In most cases, this will be handled by the office manager, who will review your file and speak to the member of our team who is most informed on the issue. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.

If, at this stage, you are still not satisfied, please contact us again, and we will arrange for a separate review by a more 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 are still not satisfied with our final viewpoint, or if more than eight weeks have elapsed since the complaint was first made, you may request an independent review from The Property Ombudsman without charge.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
[email protected]
www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of the date that our final viewpoint is provided, including 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.