We are committed to providing a professional service to all clients and customers. When something goes wrong, we want to know about it so that we can investigate the matter and improve our service.
If you have a complaint, please put it in writing and include as much detail as possible. We will respond in line with the timescales set out below.
If we have not issued our final viewpoint within eight weeks of receiving your complaint, you may be able to refer the matter to The Property Ombudsman.
What happens next
- We will send you written acknowledgement of your complaint within three working days of receiving it, together with a copy of this procedure.
- We will investigate your complaint. This will usually be handled by the office manager, who will review your file and speak to the member of staff involved. We will send you a formal written response setting out the outcome of our investigation within 15 working days of sending the acknowledgement letter.
- If you remain dissatisfied, you should contact us again and we will arrange for a separate review of your complaint 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 receiving our final viewpoint letter, you may refer your complaint to The Property Ombudsman within 12 months of the date of that letter.
The Property Ombudsman33 The Clarendon Centre
Salisbury Business Park
Dairy Meadow Lane
Salisbury
SP1 2TJ
Telephone: 01722 333306
Email: admin@tpos.co.uk