We are committed to providing a professional service to all our clients and customers. 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, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out 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 (sales) or The Property Redress Scheme (lettings) to consider, without our final viewpoint on the matter.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure; we will then explore your complaint. This will normally be dealt with by the office manager who will review the information provided and investigate with the relevant member of staff. 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 not satisfied with the outcome, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. We will again 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 (sales) or The Property Redress Scheme (lettings) to request an independent review.
The Property Ombudsman Ltd The Property Redress Scheme
Milford House Premiere House, 1st Floor
43-45 Milford Street Elstree Way
Wiltshire, SP1 2BP Hertfordshire, WD6 1JH
01722 333 306 0333 321 9418
Please note the following:
You will need to submit your complaint to The Property Ombudsman or The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman/The Property Redress Scheme requires that all complaints are addressed through the in-house complaints procedure before being submitted for independent review.