Complaints Procedure
Shrigley Rose & Co 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.
Residential Estate Agency - Making a complaint
Information for Customers
Shrigley Rose & Co. 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 – Designated Personal Property Agent
All complaints should, in the first instance, be directed to your designated Personal Property Agent, She/he will endeavour to resolve your complaint immediately, and no later than five working days of the first notification.
Stage Two - Customer Services Manager
If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Customer Services Manager. You must write to them within one month of receiving your personal property agent response. The Customer Services Manager 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 – Managing Director
If you remain dissatisfied, you may address your concerns in writing to the Managing Director within one month of the response from the Customer Services Manager. Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter.
Customer Relations
Shrigley Rose & Co.
4 Ravenoak Road
Cheadle Hulme
Cheadle
SK8 7DL
Stage Four - The Property Ombudsman
After you have received a response from the Managing Director, 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 at http://www.tpos.co.uk Please note that you must do so within twelve months of the date of the final letter. The Property Ombudsman will not consider your complaint until our
internal complaints process has been completed.
Last updated at 11:31 AM 02/02/2022 by