Compaints procedure
Making a complaint
In the first instance your complaint should be directed in writing to the Branch Manager – Jodie Carrigan. In your letter or email, you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking. Your complaint will be acknowledged within 3 working days. The branch manager will conduct a full and thorough investigation, and a full written response will be sent within 15 working days from the date of acknowledgement.
If you remain dissatisfied
If you feel the matter remains unresolved you should write to the office explaining why you are unhappy with the response. The Managing Director – Matthew Townsend, will conduct a comprehensive review of your complaint and will give a final viewpoint in writing within 15 working days from the date you tell us you are unhappy with the response.
Independent redress
In the unlikely event that you are still dissatisfied then you may refer the matter to the Property Ombudsman at the following address:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BPTel No.: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.ukPlease be aware that you have up to 12 months from the date of the final viewpoint letter to refer your complaint to the Ombudsman in writing.
What next?
You will receive written confirmation from the Property Ombudsman that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.
The complaint will be reviewed by the Property Ombudsman’s office together with the response from the branch and a recommendation will be made to the Ombudsman who will then make a final decision which is binding upon the branch in question.