In-House Complaints Procedure

We are committed to delivering a professional and high standard of service to all our clients and customers. However, if at any point our service does not meet your expectations, we welcome the opportunity to address your concerns and resolve the matter promptly.

We will, where appropriate, make reasonable adjustments for consumers who may be disadvantaged due to factors such as age, disability, health, language barriers, or personal circumstances.

How to Make a Complaint:

If you wish to make a complaint, please put this in writing, providing as much detail as possible to allow us to fully investigate the matter.

You can submit your complaint via email or post using the contact details provided below.

What Happens Next

• We will acknowledge receipt of your complaint in writing within three working days, enclosing a copy of this procedure.

• Your complaint will then be investigated by the Office Manager, who will review your file and discuss the matter with the relevant member of staff.

• We will provide a formal written response outlining the outcome of our investigation within 15 working days of receiving your complaint.

If You Remain Dissatisfied

• If you are not satisfied with our initial response, you may request a further review. This will be conducted by a senior member of staff not previously involved in the matter.

• We will provide our final viewpoint letter within 15 working days of receiving your request for a review.

Independent Review

If you remain dissatisfied following our final response, or if more than 8 weeks have passed since your complaint was first made, you may refer the matter to:

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

Please note:

• You must refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.

• The Property Ombudsman requires that all complaints are first addressed through our internal complaints procedure before an independent review can take place.