Complaint Procedure
Our commitment lies in delivering a professional service to all our clients and customers. Should any issues arise, we strongly encourage you to notify us, enabling us to enhance our standards.
We will ensure reasonable adjustments are made, as needed, for consumers facing challenges due to factors such as age, infirmity, disability, lack of knowledge, linguistic or numeracy ability, bereavement, or not being proficient in English as their first language
Should you have a complaint, kindly submit it in writing, furnishing as much detail as possible. We will promptly respond within the specified timeframes. If you feel your complaint hasn't been adequately addressed within eight weeks, you have the option to refer it to the Property Ombudsman for consideration without awaiting our final viewpoint.
What will happen next?
Upon receiving your complaint, we will send you a written acknowledgement within three working days, along with a copy of this procedure.
We will then investigate your complaint, typically handled by the office manager, who will review your file and speak with the staff member involved. A formal written outcome of our investigation will be sent to you within 15 working days of receiving the original complaint.
If you remain unsatisfied at this stage, please contact us again, and we will arrange for a separate review by a senior member of staff.
You will receive a written response within 15 working days of requesting a review, confirming our final viewpoint on the matter.
If you are still dissatisfied with our final viewpoint (or if more than 8 weeks have elapsed since the complaint was first made), you can request an independent review from The Property Ombudsman without charge.
The Property OmbudsmanMilford House
43-55 Milford Street
Salisbury, Wiltshire, SP1 2BP
Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
