Complaints

Complaints Procedure

The complaint will be logged and forwarded to the relevant department head for their review.

You will receive an acknowledgment within 3 working days and we will inform you of the person appointed to deal with your complaint. We endeavour to ensure the person appointed, where possible, is not directly involved in the matter which is the subject of the complaint.

Within 15 working days of receipt of your completed complaints form, the person dealing with your complaint will write to you. They will inform you of the outcome of the investigation and of any actions taken as a result. They may alternatively advise any reasons if the investigation will take longer than expected.

If you are not satisfied with our findings at this point you may advise us of this. The complaint will then be escalated for further review by a senior colleague. We will again write to you with the result of this further review within 15 working days of your advice.

If we have not acknowledged or resolved your complaint to your satisfaction with 8 weeks from its first notification, you may refer the matter to The Property Ombudsman Service (TPOS).

TPOS is a free and impartial service that resolves disputes between consumers and agents fairly.

You must refer the complaint to TPOS within 12 months of issue of our final response to your complaint (the “final viewpoint letter”).

You can bring the complaint to the attention of TPOS by writing to them at:

The Property Ombudsman
Milford House
43-55 Milford St
Salisbury
Wiltshire SP1 2BP
or e-mail to admin@tpos.co.uk.

Further details on how the scheme works is available at www.tpos.co.uk.