Complaints Procedure
Simon Burt The Estate Agent prides itself on the level of its customer service. However, occasionally things do go wrong, and you may need to complain. Please see our complaints procedure below.
Information for Customers
Simon Burt The Estate Agent is a member of The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.
Stage One – Verbal Complaint
All complaints should, in the first instance, be directed to Simon Burt. He will endeavour to resolve your complaint immediately, and no later than five working days of the first notification.
Stage Two – Written Complaint
If you remain dissatisfied, you may then further your complaint in writing. You must write to Simon Burt within one month of receiving the original response. He will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.
Stage Three - The Property Ombudsman
After you have received a written response from Simon Burt, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman) Consumer Guide or online athttp://www.tpos.co.uk Please note that you must do so within six months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.