Our Complaints Procedure

We are committed to providing the highest standards of professional care to our clients. However, if you do have a formal complaint, please submit this to us in writing, including as much detail as possible to explain and outline the reasons for your complaint. We will then respond in line with the process and timeframes set out below.

Step 1

We acknowledge receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

Step 2

We will then investigate your complaint and a formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

Step 3

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.

Step 4

We will write to you within 15 working days of receiving your request for a review, confirming our final position in relation to the matter.

Independent Review

If you are still not satisfied with the outcome of our in-house complaints procedure, or more than 8 weeks has elapsed since the complaint was first made, you can request an independent review via The Property Ombudsman.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: 01722 333 306

Email:

admin@tpos.co.uk

Website:

www.tpos.co.uk

Important Information

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 our in-house complaints procedure, as detailed above, before being submitted for an independent review.