We are fully committed to providing a transparent and professional service to all
our clients and customers. Sometimes unfortunately things do go wrong and if
this happens we need you to make us aware. This will help us to improve our
service standards.
If you do have a complaint please follow the guidelines below.
- Please put your complaint in writing with as much detail as possible
- We will then 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
one of the company directors 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 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 after the last stage of the in-house complaint
procedure (or more than 8 weeks has elapsed since the complaint was first
made) you can 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 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 complaint’s procedure, before being submitted for an independent
review.
