IN HOUSE COMPLAINTS PROCEDURE

We are committed to providing a professional service to all our clients and customers. We endeavor to constantly improve our services and standards. If something goes wrong or you have a complaint, please tell us.

We are a member of The Property Ombudsman Scheme. This is to ensure that our customers' interests are safeguarded and that a complaint procedure is in place.

If you have a complaint, please put it in writing including as much detail as possible.

Your complaint will be acknowledged within three days of receipt in writing, enclosing a copy of this procedure.

We will then investigate the complaint thoroughly and a formal written outcome will be sent to you within fifteen days of receipt of the original complaint.

If, however you are still not satisfied with our initial outcome, you can contact us again for a further and separate review to take place. 

We will write to you again within fifteen days of receipt of your request for further review to confirm our final viewpoint.

Should you still remain dissatisfied, you can refer the matter to the Property Ombudsman Office for an independent review at the office address below. We will send our file to the Ombudsman upon request.

If you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter.

A consumer has 12 months to refer a complaint to The Property Ombudsman.

The Property Ombudsman

Milford House

43 - 45 Milford Street

Salisbury

Wiltshire

SP1 2BP

admin@tpos.co.uk

https://www.tpos.co.uk