COMPLAINTS...

We are committed to delivering a professional service to all our clients and customers. However, we understand that sometimes things can go wrong. If you are dissatisfied for any reason, we need you to tell us about it.

Most complaints arise from miscommunication – either because we have misunderstood your instructions or our services have not been clearly explained. By letting us know about your concerns, you will help us improve and ensure a better experience for all our customers.

In the first instance, we encourage you to raise any concerns informally by speaking directly with your main point of contact within the company. Our staff will do their best to resolve the issue promptly and answer any questions you may have.

If your concerns are not resolved through informal discussion, please put it in writing and include as much relevant detail as possible. This will help us understand the issue clearly and respond effectively.

Once we receive your written complaint, we will respond in accordance with the timeframes outlined below.

• 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. This will normally be dealt with by a senior member of the team 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 receipt of the original complaint.
• 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 our Director.
• Once the investigation is complete, you will receive our final viewpoint outlining the company’s final position on the matter within 15 working days.
• If you are still not satisfied with our final viewpoint (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. You should contact:

The Property Ombudsman
Milford House,
43 – 55 Milford Street,
Salisbury,
Wiltshire
SP1 2BP

Tel No: 01722 333306
Fax No: 01722 332296
www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.