IN-HOUSE COMPLAINTS PROCEDURE

We are at the forefront of giving our clients and our customers the utmost professionalism and expertise. We work hard to ensure the quality of our service, however in the rare case that something does go wrong, we need you to reach out to us. This will allow us to constantly, consistently and continually improve our service to you.

When you have a complaint, we suggest that you give as much detail as possible and put it in writing. Once this has been sent across to us, we will aim to respond within the timelines that are set out below. If you feel that we have not tried to address your complaints within 8 weeks, you can refer your complaint to the Property Ombudsman for consideration without our final remark on this matter.

What will happen next?

• 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 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 sending the acknowledgement letter.
• 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.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd

Milford House

43-45 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722 333 306

www.tpos.co.uk

Please note the following:

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 this in-house complaints procedure, before being submitted for an independent review.