Complaints procedure

We are committed to providing a professional service to all our clients and customers. Should you come across a concern, we would like you to inform us of this at your earliest opportunity. Informing us of your concern allows us to resolve queries and make improvements if required. Your experience comes first, and we’ll always do our best to enhance your experience as much as possible. Below are details of our complaint’s procedure, providing details on how to make a complain and what you should expect from us.

Contact us

We would like to resolve your query as soon as possible. If possible, please contact our local branch to you advising on your concern. You query will then be forwarded to our complaints team who will then be able to investigate. You may also send your complaint to us via email at [email protected]

What we need

In order to investigate your complaint, we would need you to provide us of as much detail as possible around your complaint. This will allow us to understand and investigate your query a lot faster. Along with the details of your complaint, please ensure you provide the following:

• Your Full name
• Your Address
• Your Email Address
• Your Contact Number
• When the issue happened
• Whom the issue happened with

What will happen next

We will communicate back to you to confirm receipt of your complaint within 5 working days.
We will investigate the complaint. This will normally be handled by the branch manager, and they may undertake a complete internal investigation and conduct with staff members that may be party to your compliant.
An outcome of your complaint will be sent to you within 15 working days along with further actions that we may take/have taken.
If you are not satisfied with the outcome, we will then arrange for the case to passed onto senior management who will review the complaint and come back to you in a further 15 days with the final outcome of the matter.
If you are still not satisfied with the outcome, you may further request a review to be carried out by The Property Ombudsman without a charge.

The Property Ombudsman

This is a free, independent and impartial service that helps resolve disputes. Although you can refer your complaint to TPO at any time, they will require confirmation that you have exhausted our complaints procedure and have received a Final Response.

If you decide to request a further review by The Property Ombudsman, it should be within 12 months of the date of our Final Response.

Web: www.tpos.co.uk

Email: [email protected]

Phone: 01722 333 306

Post: The Property Ombudsman, Milford House, 43-55 Milson Street, Salisbury, SP1 2BP