We are committed to providing a professional service to everyone we work with. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.If you have a complaint, you need to send it to us in writing, including as much detail as possible. We will then respond in line with the timeframes set out below. If you feel our response to not adequately address your complaints, you are able to refer your complaint to the Property Ombudsman to adjudicate on the matter.
Our complaints process
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 allocate your complaint to a senior member of our team to investigate; usually the office manager who will review your file and speak to all parties involved. A formal written outcome of our investigation will be sent to you within 15 working days of our acknowledgement letter.
If at this stage, you are still not satisfied, you can contact us again stating why you feel your complaint has not been adequately addressed and we will arrange for a separate review to take place 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 remain dissatisfied, you can then contact The Property Ombudsman to request an independent review. Their contact details are: The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP.
Please note
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, before being submitted for an independent review.
