Complaints Procedure

Residential Sales - Complaint Procedure 1. Please raise your complaint with the Agent that is handling your case. 2. If the Agent cannot resolve the issue for you then please put your complaint in writing addressed to the Management Team email: [email protected] 3. We will acknowledge receipt of your complaint in writing within 3 working days. We will also start a full investigation. 4. In line with the Ombudsman guidelines a full written outcome will be sent to you within 15 working days. 5. If you are not satisfied with the full written outcome response from the Management Team you can write to the Managing Director, Jim Harris. In line with the Ombudsman guidelines the Managing Director will respond to you with a statement of the final view of the matter within 15 working days. 6. If you are still not satisfied with the outcome, you can raise your complaint with The Property Ombudsman https://www.tpos.co.uk/. The Ombudsman will request that you have exhausted the internal complaints procedure before contacting them. The Property Ombudsman Ltd Milford House 43-45 Milford Street Salisbury Wiltshire SP1 2BP 01722 333 306 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 to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review. “If you are still not satisfied after the last stage of the in-house complaint procedure (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.” 7. When you have raised a complaint with the Ombudsman they will write to us as agents requesting our Property File and our version of the events. A case officer will then undertake a formal review of your complaint largely based on the documents from both sides Lettings Complaint Procedure 1. Please raise your complaint with the property manager or sales advisor that is handling your case. 2. If the sales advisor / property manager cannot resolve the issue for you then please put your complaint in writing addressed to the Lettings Manager for that particular branch. 3. We will acknowledge to your complaint in writing within 5 working days. We will also start a full investigation. 4. In line with The Property Ombudsman guidelines a full written outcome will be sent to you within 15 working days. 5. If you are not satisfied with the full written outcome response from the Branch Manager you can write to the Lettings Director. They will then respond to you with a statement of the final view of the matter within 15 working days of receipt. 6. If you are still not satisfied with the outcome, you can raise your complaint with the: The Property Ombudsman Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP 7. When you have raised a complaint with The Property Ombudsman they will write to us as agents requesting our Property File and our version of the events. A case officer will then undertake a formal review of your complaint largely based on the documents from both sides.

Last updated at 10/17/2024, 3:05:49 AM by allAgents

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