In-House Complaints Procedure

Our Commitment

We are committed to providing a professional service to all our clients and customers. If something goes wrong, we want to hear about it. Your feedback helps us improve our services and maintain high standards.

Where appropriate, we will make reasonable adjustments for consumers who may be disadvantaged due to factors such as age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement, or where English is not their first language.

How to Make a Complaint

Please submit your complaint in writing and include as much detail as possible. We will investigate your concerns and respond in accordance with the timescales outlined below.

If you feel we have not sought to address your complaint within eight weeks, you may be able to refer your complaint to The Property Ombudsman without our final viewpoint on the matter.

What Happens Next?

1. Acknowledgement

We will send you written acknowledgement of receipt of your complaint within 3 working days, enclosing a copy of this procedure.

2. Investigation

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 receipt of the original complaint.

3. Internal Review

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.

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

4. Independent Review

If you are still not satisfied with our final viewpoint, or more than 8 weeks has elapsed since the complaint was first made, you can request an independent review from The Property Ombudsman without charge.

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

Please Note

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.