Fine & Country Wimbledon, Battersea & Clapham
In-House Complaints Procedure
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 follow the following procedure:
Please raise your complaint with the sales advisor that is handling your case.
If the sales advisor cannot resolve the issue for you then please put your complaint in writing addressed to the Branch Partner, Daniel White (daniel.white@fineandcountry.com)
We will acknowledge receipt of your complaint in writing within three working days of receiving it, enclosing a copy of this procedure.
The Branch Partner will then investigate your complaint. They 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 you are not satisfied with the full written outcome response from the Branch Partner you can write to the Managing Director who will arrange for a separate review to take place. In line with the Ombudsman guidelines the Managing Director will respond to you with a statement of the final view of the matter within 15 working days.
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 will request that you have exhausted the internal complaints procedure before contacting them.
When you have raised a complaint with The Property Ombudsman, they will write to us as agents requesting our Property File and our version of the events. A case officer will then undertake a formal review of your complaint largely based on the documents from both sides.
The Property Ombudsman Ltd 01722 333 306 / www.tpos.co.uk
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
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.