IN-HOUSE COMPLAINTS PROCEDURE
We are committed to providing a high standard of service to all our clients and customers. When something goes wrong, we want to know so we can put it right and improve our service.
Stage One - How to Make a Complaint
If you have a complaint, please put it in writing, including as much details as possible.
For example:
- Your name and contact details
- The property address (if applicable)
- A clear description of your complaint
- Any supporting documents or evidence
We will then respond in line with the timeframes set out below (if you are not satisfied or feel we have not sought to address your complaints within the eight weeks, you may refer your complaint to The Property Ombudsman.
Stage Two - Initial Review
- We will acknowledge receipt of your complaint in writing within 3 working days.
- We will then investigate your complaint. This will normally be dealt with by the Office Manager.
- A formal written outcome of our investigation will be sent to you within 15 working days of acknowledgement.
Stage Three: - Independent Redress
If at this stage you remain dissatisfied after our final response, you may refer your complaint: -
The Property Ombudsman
Dairy Meadow Lane
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333 306
www.tpos.co.uk
You must refer your complaint to The Property Ombudsman within 12 months of receiving our final response.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints' procedure, before being submitted for an independent review.