Complaints Policy

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
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
Milford House, 43-55 Milford Street
Salisbury, Wiltshire SP1 2BP
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.

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