IN-HOUSE COMPLAINTS PROCEDURE

We are dedicated to delivering a professional service to all our clients and customers. If something goes wrong, we need to hear about it so we can improve our standards.

We will make reasonable adjustments for consumers who might be disadvantaged due to factors such as age, infirmity, disability, lack of knowledge, language or numeracy barriers, economic circumstances, bereavement, or not speaking English as a first language.

If you have a complaint, please submit it in writing with as much detail as possible. We will respond according to the timeframes below. If we haven’t addressed your complaint within eight weeks, you may refer it to the Property Ombudsman without our final response.

What will happen next?

  1. Acknowledgment: Within three working days of receiving your complaint, we will send you written acknowledgment along with a copy of this procedure.
  2. Investigation: The office manager will review your file and speak with the staff member involved. You will receive a formal written outcome of our investigation within 15 working days of the original complaint.
  3. Further Review: If you are not satisfied with the response, contact us again for a separate review by a senior staff member.
  4. Final Viewpoint: We will write to you within 15 working days of your request for a review, confirming our final viewpoint on the matter.
  5. Independent Review: If you are still not satisfied with our final viewpoint (or if more than eight weeks have passed since the initial complaint), you can request an independent review from The Property Ombudsman at no charge.

We appreciate your feedback and are committed to resolving any issues promptly and fairly.

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 from the date of our final viewpoint , 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