Our Commitment
We are committed to providing a professional service to all our clients and customers. If something goes wrong, we encourage you to tell us about it – your feedback helps us improve our standards and the service we provide.
How to Make a Complaint
If you have a complaint, please put it in writing and include as much detail as possible.
Once we receive it, we will respond in line with the timeframes outlined below.
If you feel we have not addressed your complaint within eight weeks, you may be able to refer it to The Property Ombudsman for independent review, even if we have not yet provided our final response.
What Will Happen Next
Acknowledgement
We will send you a written acknowledgement within three working days of receiving your complaint, enclosing a copy of this procedure.
Investigation
Your complaint will normally be handled by the Office Manager, who will review your file and discuss the matter with the member of staff involved. A formal written outcome of our investigation will be sent to you within 15 working days of the acknowledgement letter.
Further Review
If you remain dissatisfied, you may request a further review. A senior member of staff will conduct this review and provide a final written response within 15 working days of receiving your request.
Independent Review
If you are still not satisfied after completing our in-house procedure – or if more than 8 weeks have passed since you first raised your complaint – you can refer the matter to The Property Ombudsman for an independent assessment.
The Property Ombudsman
Address: Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Telephone: 01722 333 306
Email: [email protected]
Website: www.tpos.co.uk
Important Notes
• You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.
• You must first complete our internal complaints procedure before The Property Ombudsman can consider your case.