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WHEN THINGS NEED
SORTING OUT
We are committed to providing you with the highest
level of service possible, but sometimes, things can go
wrong. By letting us know when you have a problem, we
can work with you to understand what’s happened and
put it right. This easy-to-use guide tells you how to make
us aware of your views so that we can address any
concerns you may have, quickly and professionally.
HOW DO I REPORT A COMPLAINT?
The first thing you need to do is contact us and let us
know what part of our service you are unhappy with.
You can report your concerns to us by phone, in
writing by post, or you can send us an email.
We will aim to resolve any issues immediately, however if
this is not possible then your concerns will be escalated
to a manager who will investigate the matter.
17 Portmarnock Close, Tytherington, Cheshire, SK10
2UX
Phone: 01625 921400
Email: [email protected]
WHAT HAPPENS NEXT?
When we receive your complaint, we will:
• Send you a written acknowledgement within
three working days which will outline who is
responsible for investigating the issues raised.
• Collate as much information as possible and liaise
with the various departments involved to
establish all the facts.
• Send a detailed response within fifteen working
days, informing you of the outcome and ask if the
suggested resolution is satisfactory. If we need
more time to resolve your concerns however, you
will receive a written explanation for the delay.
All complaints are kept confidential and will be dealt
with in a fair and unbiased way. If we do not hear from
you within eight weeks of our response, we will
assume the matter has been resolved and the
complaint will be closed.
Should you have concerns in the meantime
however, please contact the member of staff whose
name appears on the letter of acknowledgement.
AM Lettings and Property LTD is registered in England and Wales under company number 13866925
Registered Office:17 Portmarnock Close, Tytherington, Macclesfield, SK10 2UX
STILL NOT HAPPY?
After receiving our response, if you feel your
complaint has not been fully addressed, please let us
know and we will aim to resolve the matter for you.
Your concerns will be acknowledged within three
working days of receipt and your complaint will
be passed to an alternative, more senior
member of staff for consideration.
Where possible, a final response will then be issued
within fifteen working days. If we are unable to
respond to you within this timescale, we will contact
you to let you know when we anticipate a resolution,
and inform you of your right to appeal to a third party.
If you are still not satisfied with the outcome,
we would advise that you contact our
independent redress scheme.
Independent redress scheme
Milford House, 43-55 Milford Street,
Salisbury, Wiltshire,
SP1 2BP
Phone: 01722 333306
Email: [email protected]
Website: www.tpos.co.uk
You must refer your complaint to the redress
scheme within 12 [for TPOS] / 6 [for PRS] months of
our final correspondence regarding your complaint.
CONTACT PROPERTYMARK
WE ARE MEMBERS OF PROPERTYMARK
If you feel your complaint has not been satisfactorily
dealt with by ourselves and the redress scheme, you can
send your complaint to Propertymark. Go to the
Propertymark website to download a complaint form.
Propertymark investigate complaints against their
members where there is evidence an agent has
breached their Conduct and Membership Rules.
Examples of this include, but are not limited to,
misuse of client money, failure to uphold high
standards of ethical and professional practice, and
failure to answer correspondence.
01926 496 791 | [email protected]
propertymark.co.uk/professional-standards/complaints
PROPERTYMARK PROTECTION
Look for the logos that mean your money is
protected, ensures complaints are dealt with and
guarantees agents are independently regulated.
propertymark.co.uk/find-an-expert
INSURANCE COMPLAINTS
If you have a complaint relating to insurance, these will
be dealt with separately to ensure we are complying
with regulation rules. Any insurance-related matters
will be acknowledged within five working days and
issues can be reported by phone, in writing by post, by
email, or you can pop into your local branch and talk to
one of advisors.
Please allow up to eight weeks for us to issue a final
response, however we will aim to get back to you much
sooner than this. If we are unable to respond fully
within four weeks of receiving your complaint, we will
update you on our reasons for this. Following our final
response, if you are unhappy with the outcome, you can
refer the matter to the Financial Ombudsman Service:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London, E14 9SR
08000 234 567
[email protected]
financialombudsman.org.uk
Please note: if you are looking to refer a complaint to
the Financial Ombudsman Service, you will need to
have followed our complaints procedure first, and then
passed the matter to the Ombudsman within six
months of receiving our final response.
AM Lettings and Property LTD is registered in England and Wales under company number 13866925
Registered Office:17 Portmarnock Close, Tytherington, Macclesfield, SK10 2UX