Information for our customers
Moving home is one of the most stressful events in life. We aim to make your experience as smooth as possible and, you received the highest standard of care from us. On the rare occasion when something has not gone to plan, we have put the following steps in place to get this resolved as quickly as possible.
Stage One
Branch Manager
All complaints should, in the first instance, be directed to the manager of the branch you have been dealing with. They will acknowledge the receipt of your complaint within 3 working days. They will endeavour to resolve your complaint as soon as possible, no later than five working days from when they received notification of the issue.
If you remain dissatisfied, you may then further your complaint in writing to the Customer Relations Manager. Where necessary, if the situation remains unresolved, we recommend that the issue be raised within one month of completing Stage 1.
Your escalation will be acknowledged within three working days of receipt and the Customer Relations Manager will try and resolve any issues raised as promptly as possible. A written final viewpoint response to summarise any investigations and steps taken will be sent within fifteen working days.
Stage Three
The Property Ombudsman
If you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS) at:
The Property Ombudsman
Milford house
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
T: 01722 333306
E: admin@tpos.co.uk
W: www.tpos.co.uk
- You must make your complaint to The Property Ombudsman within 12 months of the date of our Final Viewpoint letter
- The Property Ombudsman will not consider your complaint until our internal complaint’s procedure has been exhausted and you have received our Final Viewpoint letter
- The Property Ombudsman recommends paying any outstanding fees on a ‘without prejudice’ basis to avoid late payment charges and/or further action
