Internal Complaints Policy
Here at Fine & Country Monmouthshire 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 so we can review, reflect and learn.
If you feel you do need to raise a complaint, please put the nature of your complaint in writing, including as much detail as possible. We shall respond in line with the timeframes set out below.
Your Complaint should be sent to :
Mrs Heather Cook MNAEA AssocRICS
Partner
Fine & Country (Monmouthshire) LLP
21 Nevill Street
Abergavenny
NP7 5AA
Or e-mailed to : heather.cook@fineandcountry.com
What will happen next?
We shall send you a letter acknowledging receipt of your complaint within 3 working days of receipt.
We shall investigate your complaint, review your file and speak to any members of our team who were involved. A formal written outcome of our investigation will be sent to you within 15 working days of sending our acknowledgement letter.
If, at this stage, if you are not satisfied with our response, you need to contact us detailing your reasons why. Your file will be reviewed by another senior member of the team and we shall respond with our ‘final viewpoint’ letter.
Upon receipt of our final letter, if you are satisfied with our reply, the matter can be referred to :
The Property Ombudsman, details of which are provided below:
The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Sailsbury, Wiltshire SP1 2BP. Telephone 01722 333 306. www.tpos.co.uk
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 our in-house complaints procedure, before being submitted for an independent review.
Fine & Country
Registered Office: 21 Nevill Street, Abergavenny, NP7 5AA
Company Registration Number: OC426706
Partners: Mrs Heather Cook MNAEA AssocRICS ; Mrs Vivienne Reece MARLA AssocRICS