We are committed to providing a professional service to all our clients and customers. When somethinggoes 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 thenrespond in line with the time frames set out below (if you feel we have not sought to address yourcomplaints) within eight weeks, you may be able to refer your complaint to the Property Ombudsmento consider without our final viewpoint on the matter).What will happen next?•We will send you a letter acknowledging receipt on your complaint within three working days ofreceiving it, enclosing a copy of this procedure.•We will then investigate your complaint. This will normally be dealt with by the Office Managerwho will review your file and speak to the member of staff who dealt with you. A formal writtenoutcome of our investigation will be sent to you within 15 working days of sending youracknowledgement letter.•If, at this stage, you are still not satisfied, you should contact us again and we will arrange for aseparate 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, confirmingour final viewpoint on the matter.If you remain dissatisfied, you can the contact The Property Ombudsman details are blow to requestan independent review:-The Property OmbudsmanMiltford House43 - 45 Milford StreetSalisburyWiltshireSP1 2BPTelephone: 01722 333 306Website: www.tpos.co.ukPlease note the following:-You will need to submit your complaint to The Property Ombudsman within 12 months of receivingour final viewpoint letter, including any evidence to support your case.The Property Ombudsman requires that all complaints are address through this in-house complaintsprocedure, before being submitted for an independent review.
“Whether you think you can or whether you think you can’t, you’re right!” - Henry Ford