Our aim is to resolve disputes fairly, reasonably and as quickly as possible. We know that we cannot please everyone all the time and that as an organisation things can sometimes go wrong. We want to learn from our mistakes. In our contract with customers we aim to be polite and professional. We welcome constructive criticism. We are members of The Property Ombudsman Scheme for Estate Agents.
Procedures in Place To Resolve a Complaint:
If a complaint is not resolved with 24 hours then the complaints register should be completed.
Verbal Complaints – Should be resolved on the day that they are received by the member of staff who receives them. If they are unable to resolve, then the client will be advised that they will need to put their complaint in writing and the timescales that they can expect to receive a response, usually within 72 hours.
Written Complaints – A response will be sent within 72 hours. If we have not had time to do a full investigation then a letter / email will be sent explaining this clarifying the timescale that the client can expect a full response, within 15 working days. Initial investigation and response should be made by the office manager and their team. If a verbal resolution is made then written confirmation should also be sent and a copy kept on file.
If The Complaint Is Not Resolved – The client will be told that it will be referred to our in-house complaints department. The client will be sent a letter / email confirming the name of the person now dealing with the matter and a timescale that they can expect to receive a reply, not longer than 15 working days.
A full investigation will then be conducted by the investigating officer, who will require copies of the file / notes and any relevant correspondence. A decision will then be reached whether the complaint should be upheld or rejected. A letter / email with the outcome will be sent to the client giving full reasons for the decision reached.
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.
Details for contact are:-
The Property Ombudsman
43-55 Milford Street
Note: The complainant has 12 months from the date of the final outcome letter to refer the matter to the TPO.