In house complaints procedure

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, addressed to the office you are dealing with
(addresses can be found under the ‘Contact’ tab on the website), 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 complaints within eight weeks, you may be able to refer your
complaint to the Property Ombudsman 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 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 are still not satisfied after the last stage of the in-house complaint procedure (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
01722 333 306
admin@tpos.co.uk
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. (cont.)

We are members of Propertymark, if you feel your complaint has not been satisfactorily dealt
with by ourselves and the redress scheme, you can send your complaint to Propertymark. The
complaint form can be downloaded from the Propertymark website at:
https://www.propertymark.co.uk/professional-standards/complaints.html

Propertymark investigate complaints against their members where there is evidence an agent
has breached their Conduct and Membership Rules. Examples of this include, but are not
limited to, misuse of client money, failure to uphold high standards of ethical and professional
practice, and failure to answer correspondence.