In the event that you are dissatisfied with our service, we would really appreciate hearing about it so that we may aim to resolve the situation. Our complaints procedure is as follows:
In the first instance, please do feel free to discuss the situation with one of our Associates. If you are unhappy with the way that he/she deals with your complaint, you may ask for details to be referred to the Office Manager.
The Office Manager will ask you to place your complaint in writing, and acknowledgement of receipt of this will be sent to you within 72 hours. A review of your complaint will be made and a formal response given within 14 days.
In the event that you are still unsatisfied, you may ask for your case to be referred to a Director of the company. Again, your letter will be acknowledged within 72 hours and a final viewpoint decision given to you in writing within 2 weeks.
If you are unhappy with our final viewpoint, you may ask for the complaint to be considered by the Ombudsman for Estate Agents. The Ombudsman details are as follows:
The Property Ombudsman,
Milford House, 43-55 Milford Street,
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. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.