We are committed to providing a professional service to all clients and customers alike. 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 write by letter or e-mail directly to the office in question, including as much detail as possible. The office will then respond in line with the time frames 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?
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd Milford House, 43-45 Milford Street, Salisbury, Wiltshire SP1 2BP 01722 333 306 or 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 or e-mail, 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.