IN-HOUSE COMPLAINTS PROCEDURE

We are committed to providing a professional service to all our clients and customers.  When
something goes wrong, we need you to tell us about it.  This will help us to improve our standards.
We will where appropriate, make reasonable adjustments for consumers who might be
disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of
linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a
first language
If you have a complaint, please put it in writing, including as much detail as possible. We will then
respond in line with the timeframes set out below (if you feel we have not sought to address your
complaints within eight weeks, you may be able to refer your complaint to the Property
Ombudsman to consider without our final viewpoint on the matter).
What will happen next?

• We will send you written acknowledgment of the 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 office
  manager who will review your file and speak to the member of staff who dealt with you.  A
  formal written outcome of our investigation will be sent to you within 15 working days of
  receipt of the original complaint.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for
  a separate review to take place by a senior member of staff.
• 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 are still not satisfied with our final viewpoint (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.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk

Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the
date of our final viewpoint , 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.