IN-HOUSE COMPLAINTS PROCEDURE
We are committed to providing a professional service to all our clients and customers. We are always looking to improve our services so when something goes wrong, we need you to tell us about it.
If you have a complaint, please put it in writing by email to firstname.lastname@example.org or by post to 85 Great Portland Street, London, W1W 7LT, including as much detail as possible. We will then respond in line with the timeframes set out below,
What will happen next?
We will acknowledge your complaint in writing within three working days of receiving it.
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 the acknowledgement letter.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate 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, confirming our final viewpoint on the matter.
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
43-55 Milford Street
01722 333 306
Please note the following:
You 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 addressed through this in-house complaint’s procedure, before being submitted for an independent review.