We aim to provide you with the highest standards of service. However, there may be occasions when our service falls short of your expectations.
This easy to use guide is designed to help you make us aware of your views so we can address your concerns. To ensure your maximum protection, our complaints process has been designed to meet the requirements of The Association of Residential Letting Agents and The Property Ombudsman Service.
After receiving our response, if you feel your complaint has not been fully or fairly addressed please let us know and we will pass your comments to a Director of the company for further investigation.
You will receive a written acknowledgement letter.
A final response will be issued within eight weeks of the initial receipt of your complaint or we will explain why we are not in a position to make a final response. Understandably, the process may take longer than eight weeks if you are unable to reply promptly to our earlier correspondence.
In the unlikely event that no response is provided by us within the eight week period you are entitled to refer your complaint to the Ombudsman.
We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied, following the completion of our review, you have the option to refer the matter to The Property Ombudsman Service at:
The Property Ombudsman
Beckett House
4 Bridge Street
Salisbury
Wiltshire
SP1 2LX
You should refer the matter to the Ombudsman as soon as possible after our final response, but this must be within 6 months of the date of our final response.
You will need to complete our Internal Complaints Procedure before you can refer your concerns to the Ombudsman.
There are certain types of complaint which are outside the Ombudsman's jurisdiction. Before you refer the matter to the Ombudsman you may wish to contact them on 01722 333306 to discuss your complaint. You can also visit their website at www.tpos.co.uk for more information.
