Complaints Procedure

In House Complaints Procedure

We strive to provide the highest standard of service to all our clients. However, we understand that there may be times when our service does not meet your expectations. If you have a complaint, we encourage you to let us know so that we can address your concerns and improve our services.

How to Make a Complaint

If you wish to raise a complaint, please follow these steps:

Submit Your Complaint

• Please submit your complaint in writing, including as much detail as possible.
• You can contact us via email, post, or through our office.

Acknowledgment

• We will acknowledge receipt of your complaint in writing within three working days.

Investigation

• Your complaint will be thoroughly investigated by a senior member of staff.
• We may need to contact you for additional information during this process.
• A formal written response detailing the outcome of the investigation will be provided within 15 working days of receiving your complaint.

Further Review

• If you are not satisfied with the response, you can request a further review.
• This review will be conducted by a senior manager or director, and a final written response will be provided within 15 working days of your request.

Independent Redress

If you remain dissatisfied after following our internal complaints procedure, or if eight weeks have passed since your initial complaint, you may refer the matter to The Property Ombudsman (TPO) for independent review.

The Property Ombudsman Contact Details:
Address: Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Phone: 01722 333 306
Website: www.tpos.co.uk

Important Notes:

• Complaints must be submitted to The Property Ombudsman within 12 months of receiving our final response.
• The Ombudsman will only review complaints that have been fully addressed through our in-house procedure.

Accessibility

We are committed to ensuring that our complaints process is accessible to everyone. If you have any specific needs, such as requiring assistance due to a disability or language barrier, please let us know so we can make suitable arrangements.

We take complaints seriously and are committed to resolving them promptly and fairly. Thank you for giving us the opportunity to improve our service.