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 helps us improve our standards.
If you have a complaint, please put it in writing and include as much detail as possible. We will respond in line with the timeframes set out below.
If you feel we have not addressed your complaint within eight weeks, you may be able to refer the matter to The Property Ombudsman without waiting for our final viewpoint.
What Will Happen Next
We will acknowledge receipt of your complaint in writing within three working days of receiving it. A copy of this complaints procedure will be enclosed.
We will then investigate your complaint. This is normally handled by the office manager, who will review your file and speak to the member of staff involved. A formal written outcome will be sent to you within 15 working days of the acknowledgement letter.
If you are not satisfied at this stage, you should contact us again and request a further review. A senior member of staff will carry out this review.
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 remain dissatisfied after completing our in-house complaints procedure, or if more than eight weeks have passed since the complaint was first made, you may request an independent review from The Property Ombudsman at no charge.
The Property Ombudsman
The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter. Any supporting evidence should be included.
The Property Ombudsman requires that all complaints are first addressed through our in-house complaints procedure before an independent review can take place.
Contacting Propertymark
When to Contact
Independent redress schemes will only review complaints once a final response has been issued by the agent or if eight weeks have elapsed since the complaint was first made.
Propertymark is the leading professional body for the property sector. They investigate complaints against their members where evidence indicates a breach of their Conduct and Membership Rules. This may result in a disciplinary hearing.
In some cases, complaints may be resolved without a hearing. If so, you will be notified of the outcome in writing. Where sufficient evidence exists, a disciplinary hearing will be held before an independent tribunal panel.
Further information is available at:
propertymark.co.uk/professional-standards/complaints
Telephone: 01926 496 791
Email: complaints@propertymark.co.uk
Insurance Complaints
If your complaint relates to insurance, it will be handled separately to ensure compliance with regulatory requirements.
Insurance-related complaints will be acknowledged within five working days. Complaints can be submitted by phone, post, email, or in person at your local branch.
We aim to respond as quickly as possible, but please allow up to eight weeks for a final response. If we are unable to provide a full response within four weeks, we will issue an update.
If you remain dissatisfied following our final response, you may refer the matter to the Financial Ombudsman Service.
Financial Ombudsman Service
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Telephone: 08000 234 567
Email: complaint.info@financial-ombudsman.org.uk
Website: financialombudsman.org.uk
You must follow our complaints procedure before contacting the Financial Ombudsman Service. Complaints must be submitted within six months of receiving our final response.