We are committed to providing a professional service to all clients and customers. When something goes wrong, we need you to tell us about it. That will help us to improve our standards.
If you have a complaint, please put it in writing and include as much detail as possible. We will then respond in line with the timescales 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 you are still not satisfied with our formal written response, you can refer your complaint to The Property Ombudsman. Their address is:
Unit 159756
PO BOX 7169
Poole
BH15 9EL
You can also complete an online form at www.tpos.co.uk
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 complaints procedure before being submitted for an independent review.