Complaints Procedure

Our utmost priority is to deliver a professional and exceptional service to all our valued clients and customers. However, we understand that sometimes issues may arise, and we kindly request your feedback in such situations. Your input is crucial in helping us enhance our standards and provide an improved experience.

We are dedicated to making reasonable accommodations for consumers who may face disadvantages due to various factors, including age, infirmity, disability, lack of knowledge, limited linguistic or numeracy abilities, economic circumstances, bereavement, or non-English language proficiency.

If you have any concerns or complaints, we encourage you to submit them in writing, providing as much detail as possible. This will enable us to fully understand the situation and respond appropriately.

Rest assured that we will adhere to the following timeframes for our response. However, if you feel that we have not adequately addressed your complaints within eight weeks, you may have the option to refer your complaint to The Property Ombudsman. They will consider your case independently, even before we provide our final viewpoint on the matter.

What will happen next?

  • We will send you written acknowledgment of the 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 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 receipt of the original complaint.
  • 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 with our final viewpoint (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 2BP 01722 333 306

admin@tpos.co.uk

www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints’ procedure, before being submitted for an independent review.

FC WH In House Complaints Procedure

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