Complaints Handling

IN-HOUSE COMPLAINTS PROCEDURE

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter). What will happen next?We will send you a letter acknowledging receipt of you complaint within threeworking days of receiving it, enclosing a copy of this procedure.We will then investigate your complaint. This will normally be dealt with by theoffice manager who will review your file and speak to the member of staff whodealt with you. A formal written outcome of our investigation will be sent to youwithin 15 working days of sending the acknowledgement letter.If, at this stage, you are still not satisfied, you should contact us again and wewill arrange for a separate review to take place by a senior member of staff.We will write to you within 15 working days of receiving your request for areview, confirming our final viewpoint on the matter.If you are still not satisfied after the last stage of the in-house complaintprocedure (or more than 8 weeks has elapsed since the complaint was firstmade) you can request an independent review from The Property Ombudsmanwithout charge.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
[email protected]
www.tpos.co.uk

You will need to submit your complaint to The Property Ombudsman within 12months of receiving our final viewpoint letter, including any evidence to supportyour case.The Property Ombudsman requires that all complaints are addressed through thisin-house complaints procedure, before being submitted for an independentreview.