Humphrey & Co Estates’ complaints procedure;
1. Complaint to be made in writing in writing via email or post: 125 Hoe Street, London, E17 4RX or
[email protected].
2. The complaint will be acknowledged within 3 working days.
3. Branch investigation takes place.
4. Formal written outcome of branch investigation will be sent back within 15 working days.
5. If longer is required, written notification will be sent with an explanation and indication of timescale. The outcome will be sent within this timescale.
6. If you remain dissatisfied written explanation must be sent to: 125 Hoe Street, London, E17 4RX or
[email protected].
7. Review of complaint will take place.
8. Written statement - expressing the final viewpoint from Humphrey & Co Estates, including any offer made which will be sent within 10 working days.
9. Internal complaints process concluded.
10. If Humphrey & Co Estates has been dealing with your complaint for eight weeks or more and it remains unresolved, then you may refer directly to The Property Ombudsman (TPO).
11. If you remain dissatisfied the complaint can now be referred to TPO within six months of this letter.