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.
First step!
Your first point of contact should be your Lettings Team. They are usually able to sort out most issues quickly and effectively.
If they need additional assistance, they will involve their Lettings Manager to help resolve your complaint.:
We want to make sure we understand and address your concern thoroughly, so we appreciate your patience.
We'll let you know we've received your complaint within 3 working days and our aim is to have your issue resolved within 15 working days from when we acknowledge your complaint.
We're committed to resolving your concerns as swiftly and smoothly as possible. Thank you for giving us the opportunity to make things right!
whats next?
Please let us know if our initial response doesn't resolve your issue or if more than 8 weeks have passed since you made your complaint. We will escalate your case to our Office Manager for a second review.
Here's what you can expect:
Acknowledgment: We will inform you who is handling your case.
Investigation Timeline: We'll provide an estimate of how long the investigation will take.
Final Response: Within 15 working days, you'll receive our final response, which will include the outcome of your case.
Not satisfied?
If you're still not satisfied with the resolution of your complaint, it's time to involve a third party. The Property Ombudsman (TPO) is a free and independent service dedicated to helping real estate customers. To get their assistance, you need to bring your complaint to TPO within 12 months of our final response.
You can contact the Property Ombudsman by:
Email: admin@tpos.co.uk
Phone: 01722 333306
Post: Milford House, 43-55 Milford Street
Salisbury, Wiltshire
SP1 2BP
TPO will provide impartial help to resolve your complaint.