COMPLAINTS
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 will then respond in line with the timeframes set out below
(if you feel we have not sought to address your complaint(s) within eight weeks, you may be able to refer your complaint to the Property Ombudsmen
to consider without our final viewpoint on the matter).
What will happen next?
•
We will send you a letter acknowledging receipt of your 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 Office 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 your
acknowledgement letter.
•
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a seperate review to take place by a
Senior member of staff.
•
We will write to your 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 Ombundsmen
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk
Please note the following:
Your 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 address through this in-house complaints procedure, before being submitted for an
independent review.
COMPASS
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COMPLAINTS
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 will then respond in line with the timeframes set out below
(if you feel we have not sought to address your complaint(s) within eight
weeks, you may be able to refer your complaint to the Property
Ombudsmen to consider without our final viewpoint on the matter).
What will happen next?
•
We will send you a letter acknowledging receipt of your 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 Office 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 your acknowledgement letter.
•
If, at this stage, you are still not satisfied, you should contact us
again and we will arrange for a seperate review to take place by a
Senior member of staff.
•
We will write to your 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 Ombundsmen
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk
Please note the following:
Your 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 address
through this in-house complaints procedure, before being submitted
for an independent review.
COMPASS
Copyright 2023 Compass - Site Designed & Maintained by SP@ Web Designs