Internal Complaints Policy
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. This will help us to improve our standards.If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (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).
In the first instance your complaint should be sent by email/post to:
Name: Mark Saville
Position: Sales Director
Email: mark.saville@fineandcountry.com
Address: 3 London Road, St Albans, Hertfordshire, AL1 1LA
Redress scheme provider: Ombudsman Service.
What will happen next?·
We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.·
We will then investigate your complaint. This will normally be dealt with by the person named above 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 Director.·
We will write to you within 15 working days of receiving your request for a second 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. Milford House, 43-55 Milford Street, Salisbury, Wiltshire. SP1 2BP01722 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.