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, including as much detail as possible. We have eight weeks to consider your complaint.  If we have not resolved it within this time you may refer your complaint to The Property Ombudsman.

Please address your written complaint to the Branch Manager.

 

Click here to find the branch address

 

What will happen next?

We will send you a letter acknowledging receipt of you 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 Branch 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 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

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.

In respect of complaints received from persons or organizations in a business capacity, we will follow the RICS Dispute Resolution Service (DRS) whose contact details are:

 

RICS Dispute Resolution Service

Surveyor Court

Westwood Way, Coventry, CV4 8JE

t 020 7334 3806 f 020 7334 3802

drs@rics.org

www.rics.org/drs