Complaints Procedure

We are committed to providing a professional, fair and transparent service to all our clients and customers. If something goes wrong, we want to hear from you. Your feedback helps us improve the service we provide.

Where appropriate, we will make reasonable adjustments for consumers who may be disadvantaged due to factors such as age, disability, illness, bereavement, limited knowledge, language or numeracy difficulties, or financial circumstances.

How to Make a Complaint

Please submit your complaint in writing, providing as much detail as possible, including:

• Your name and contact details.
• The property address (where applicable).
• A clear description of your complaint.
• What outcome you are seeking.

We will deal with your complaint in accordance with the timescales set out below.

Our Complaints Process

Stage 1 – Initial Investigation

• We will acknowledge receipt of your complaint in writing within 3 working days.
• Your complaint will normally be investigated by the relevant Office Manager, who will review the matter and speak with any members of staff involved.
• We will provide you with our written response and the outcome of our investigation within 15 working days of receiving your complaint.

Stage 2 – Final Review

If you remain dissatisfied with our response, you may request that the complaint is reviewed by a senior member of management who has not previously been involved.

• We will acknowledge your request for a review.
• We will issue our final written viewpoint within 15 working days of receiving your request.

Independent Redress

If you remain dissatisfied after receiving our final viewpoint, or if more than 8 weeks have passed since you first made your complaint, you may refer the matter, free of charge, to The Property Ombudsman, provided your complaint falls within their jurisdiction.

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 should refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.
• The Property Ombudsman requires that all complaints have first been considered under our internal complaints procedure before they will investigate.
• The Property Ombudsman provides an independent and impartial dispute resolution service at no cost to consumers.