Customer Complaints Procedure
We put customer service and commitment to our clients and customers at the heart of what we do.
We want to get it right, first time, every time – but occasionally, things don’t go as planned. If this happens, we’d really like your feedback so we can explain and if necessary, apologise to you, but we can also improve our service.
We have an established internal procedure that we adhere to and must be followed in accordance with The Property Ombudsman (TPO) guidelines. The TPO will not consider your complaint until our internal complaints procedure has been completed.
Our aim is to resolve any grievance or issue you may have and hope these can be swiftly resolved at the initial stage.
Initial Stage – Branch Manager
You should in the first instance, raise any grievance you have with the office you have been dealing with. It may be the case they suggest meeting you in person at our office or in your home. The Manager of the office will do their best to resolve any matter to the best of their ability within 5 working days of the verbal notification of your issue.
Stage 2 – Operations Director
If you remain dissatisfied, the next stage would be to submit your grievance in writing to the Operations Director about the branch you wish to make a complaint about. Please request a copy of our Complaints Procedure which will provide you with the necessary contact details.
Your grievance will be acknowledged within 3 working days and then investigated thoroughly in accordance with our established internal procedures. A formal written outcome of the complaint will be sent to you within 15 working days. If we require longer than this timescale, we will advise you in writing and confirm our revised response date.
Stage 3 – Managing Director
If you remain dissatisfied with the result of our internal investigation, please write to the Managing Director at the following address:
11 Colman Parade,
Colman House, King Street,
Maidstone, Kent, ME14 1DJ
Again, your communication will be acknowledged within 3 working days and a full review will take place.
Following the conclusion of this review, we will write to you with a final written statement within 15 working days.
Final Stage – The Property Ombudsman (TPO)
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. You can refer the matter in writing to:
The Property Ombudsman
43-55 Milford Street
Tel: 01722 333306
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 complaint’s procedure, before being submitted for an independent review.