COMPLAINTS PROCEDURE
If something isn’t right, tell us.
We want to hear your concerns and have the opportunity to investigate and respond.
Our response
We aim to acknowledge your complaint within three working days. We then investigate and respond within 15 working days of acknowledgement.
Request a review
If you are not satisfied, ask for a senior member of staff to review the matter. Our published procedure provides for a final viewpoint within 15 working days of that request.
Independent review
If the matter remains unresolved, our procedure explains referral to The Property Ombudsman, including the requirement to complete the internal process and the applicable referral time limit.
Read the complete complaints procedureFULL PROCEDURE
Our complaints procedure
We are committed to providing a professional service to all our clients and customers. We understand that things can go wrong sometimes, and we want to make sure that you are able to raise any concerns you have with us so that we can learn from them and improve our services.
How to make a complaint?
If you have a complaint, please put it in writing to us as soon as possible. Your complaint should include as much detail as possible, such as what happened, when it happened, and who you were dealing with. You can send your complaint to us by post or email.
Our response
We will acknowledge your complaint within three working days of receiving it. We will then investigate your complaint and contact you within 15 working days of acknowledging your complaint. In our investigation, we will review your file and speak to the member of staff who dealt with you. We will then write to you with the outcome of our investigation, including any steps we will take to address your complaint.
If you are not satisfied
If you are not satisfied with our response to your complaint, you can ask for a review by a senior member of staff. We will write to you within 15 working days of receiving your request for a review to confirm our final viewpoint on the matter.
If you are still not satisfied
If you are still not satisfied with our final viewpoint, you can contact The Property Ombudsman to request an independent review. The Property Ombudsman is an independent body that can help you resolve your complaint. You can contact The Property Ombudsman at:
The Property Ombudsman LtdMilford House, 43-45 Milford Street
Salisbury, Wiltshire, SP1 2BP
01722 333 306
www.tpos.co.uk
Please note
- You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.
- The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure before being submitted for an independent review.
We hope that this complaints procedure is clear and easy to understand. If you have any questions, please do not hesitate to contact us: