We are committed to providing a professional service to all our clients. To improve our standards of service when something goes wrong we need you to tell us about it.
If you have a complaint please put it in writing, including as much detail as possible. We have eight weeks to consider your complaint. If we have not resolved it within this time you may refer your complaint to The Property Ombudsman.. or the Property Redress Scheme.
Once we receive your Complaint, what happens next.?
We will send you an email or a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by the the Company Director who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation via post or email, will be sent to you within 15 working days of sending the acknowledgement letter.
If you are still not satisfied, you should contact us again and we will arrange for a separate review to take place between yourself and the managing Director Helen Clarke, Cedars Park Bickington,Barnstaple, Devon, EX31 2PH (0800 160 1344) firstname.lastname@example.org.
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, you can then contact The Property Ombudsman (TPO) or The Property Redress Scheme to request an independent review:
Please note the following:
You will need to submit your complaint to The Property Ombudsman (TPO)or the Property Redress Scheme (PRS)within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
Before submiting a Complaint direct to the TPO or the PRS ...please make sure that all complaints are addressed through our in-house complaints procedure.