Complaints Procedure
We are committed to providing a professional service to all clients and customers. When something goes wrong, we want to know so we can investigate and improve standards.
Where appropriate, we make reasonable adjustments for consumers who may be disadvantaged due to age, infirmity, disability, lack of knowledge, language or numeracy barriers, economic circumstances, or bereavement.
How to submit a complaint
Please submit your complaint in writing with as much detail as possible.
If we have not addressed complaint within eight weeks, you may be able to refer matter to The Property Ombudsman without waiting for final viewpoint.
What happens next
- Written acknowledgement within 3 working days of receipt, including copy of this procedure.
- Investigation by office manager (file review and staff discussion).
- Formal written outcome within 15 working days of original complaint.
- If still dissatisfied, request separate review by a senior member of staff.
- Final viewpoint issued within 15 working days of review request.
- If still dissatisfied (or 8 weeks have elapsed), request independent review from The Property Ombudsman free of charge.
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
Important note
Complaints must be submitted to The Property Ombudsman within 12 months of our final viewpoint, with supporting evidence. The Ombudsman expects firms’ in-house complaints procedures to be completed before independent review.