COMPLAINTS.
STEP 1
TELL US
We’re committed to providing a professional and personal service. If something hasn’t gone as expected, please tell us so we have the opportunity to put things right.
Please send your complaint to us in writing, including as much detail as possible.
We will acknowledge a written complaint within 3 working days and begin our investigation.
STEP 2
OUR REVIEW
We will investigate your complaint and provide a formal written response within 15 working days.
If you’re not satisfied with the outcome, you can ask for the complaint to be reviewed again by another senior member of the team who has not been directly involved where possible.
We will provide the outcome of that review within a further 15 working days and issue our final viewpoint.
STEP 3
INDEPENDENT REVIEW
If we have completed our complaints procedure and you remain dissatisfied, you may be able to refer your complaint to The Property Ombudsman free of charge.
You can normally refer a complaint once you have received our final response, or if 8 weeks have passed since you first complained and the matter has not been resolved. TPO also requires complaints to be referred within the relevant time limits, including generally within 12 months of our final response. The Property Ombudsman
THE PROPERTY OMBUDSMAN
Consumer enquiries: 01722 333306