Our internal complaints procedure
We are committed to providing a professional service to all our clients and customers but sometimes, despite our best efforts, things do not always go as planned.
When this happens, we really need you tell us about it as this will help us to improve our standards.The details of our complaint’s procedure are detailed below, where possible we would ask that yourcomplaint is submitted in writing providing as much details as possible. If you have a complaint, please
put it in writing, including as much detail as possible.
Stage 1 Name: Samantha Bedford
Position: Branch Manager
Email: Samantha.bedford@fineandcountry.com
We will acknowledge receipt within 3 working days and provide a full response within 15 working days of our acknowledgment
Stage 2 Name: Martin Humphreys
Position: Director
Email: martin.humphreys@fineandcountry.com
If we are unable to resolve matters as part of our stage 1 process, then you can ask for a second stage review. This will be acknowledged within 3 working days and a response issued within 15 working days
Stage 3 Referral to our redress provider
Name: Property Ombudsmen
Website: https://www.tpos.co.uk/
Address: Registered Office: Milford House, 43 - 55 Milford Street, Salisbury,
Wiltshire, SP1 2BP
You can refer to our redress provider where you remain unhappy with our stage 2 review, and you have received a ‘final viewpoint’ letter from us. You can also refer to our redress provider directly if we have failed to respond to your initialcomplaint within 8 weeks from your initial contact with us.
Please note the following:
You will need to submit your complaint to our redress provider within 12 months of receiving our final viewpoint letter, including any evidence to support your case. Redress providers requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.