Customer Complaints Procedure for Residential Lettings and Sales
We are a member of The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.
Stage One – Staff member you have been dealing with
All complaints should, in the first instance, be directed to the person you have been dealing with. They will endeavour to resolve your complaint as soon as possible, otherwise no later than five working days from when they received notification of the issue.
Stage Two – Office Manager
If you remain dissatisfied, you may then further your complaint in writing to the Office Manager, Sally (email@example.com). Where necessary, if the situation remains unresolved, we recommend that the issue is raised within one month of completing Stage 1.
Your escalation will be acknowledged within three working days of receipt and Sally will work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within fifteen working days.
Stage Three – Director
If you remain dissatisfied and wish to further escalate your complaint, you may write to the Director, Amy, via post, or via email at firstname.lastname@example.org.
Your letter will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns. Within fifteen working days the Director will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.