Complaints Procedure
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below. If you feel we have not sought to address your complaint within eight weeks, you may be able to refer it to The Property Ombudsman without receiving our final viewpoint on the matter.
What will happen next?
- We will 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 the office manager, 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 be carried out 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 remain dissatisfied, you can contact The Property Ombudsman to request an independent review:
The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL
Telephone: 01722 333 306
Website: [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 that supports your case.
The Property Ombudsman requires complaints to be addressed through this in-house complaints procedure before they are submitted for an independent review.
Propertymark
We are also members of Propertymark and are required to comply with its professional standards and Conduct and Membership Rules.
If your complaint has been considered through our internal complaints procedure and the independent redress process, but you believe there is evidence that a Propertymark member has breached Propertymark’s rules, you may refer the matter to Propertymark:
Propertymark
Arbon House
6 Tournament Court
Edgehill Drive
Warwick
CV34 6LG
Telephone: 01926 496 800
Email: [help@propertymark.co.uk](mailto:help@propertymark.co.uk)
Complaints information: Make a complaint about a Propertymark member
Conduct and Membership Rules: View the Propertymark rules and codes of practice
Propertymark investigates evidence of potential breaches of its professional rules. It does not replace The Property Ombudsman’s role in independently reviewing unresolved consumer complaints or awarding redress.