Complaints procedure

When things need sorting out

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.

This easy-to-use guide tells you how to make us aware of your views so that we can address any concerns you may have, quickly and professionally.

You can view our complaints procedure below, or download it here.

Properly

IN-HOUSE COMPLAINTS PROCEDURE

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 your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office
    manager who will review your file and speak to the member of staff who dealt with you.  A
    formal written outcome of our investigation will be sent to you within 15 working days of
    sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. 
  • If, at this stage, you are still not satisfied, you should contact us again and we will 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 a review,
    confirming our final viewpoint on the matter.
  • 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.

 

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722 333 306

admin@tpos.co.uk

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 complaint procedure, before being submitted for an independent review.

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