We aim to provide the best possible service but if you feel we have failed in any way, this document sets out the various stages of our complaints procedure. All branches are members of The Property Ombudsman Scheme and subscribe to The Property Ombudsman Code of Practice. We can provide a copy of this Code of Practice on request or you can visit their website (www.tpos.co.uk). The Property Ombudsman (TPO) provides an impartial and independent service for resolving disputes if our own review fails to achieve this. In the first instance, we will conduct an internal investigation into the cause of your complaint and the procedures set out below must be followed.
STAGE 1 In order to make a formal complaint, this will need to be submitted in writing to the appropriate office/business. Please note this must be done within 12 months of the actual incident or within 12 months of you becoming aware of the incident that is the cause of your complaint, if it came to light at a later date.
STAGE 2 The owner in charge of the relevant office/business must acknowledge your complaint within three working days.
STAGE 3 The owner in charge of the relevant office/business will conduct an internal investigation to establish the details of the complaint and background facts.
STAGE 4 The owner in charge of the relevant office/business will then provide a formal written response detailing the outcome of the internal investigation, within 15 working days (three weeks) from receipt of the formal complaint.
STAGE 5 If you are dissatisfied with the formal response given, you must again confirm this in writing within a reasonable timescale, explaining why this is the case.
STAGE 6 A second review of the complaint and internal investigation will then be conducted by the Chairman of George Proctor & Partners (Management) Ltd or the owner in charge of another branch/business, not involved in the complaint, to avoid a conflict of interest.
STAGE 7 The person conducting the second review will then provide a written statement expressing a final viewpoint, to be completed within eight weeks from first receipt of the formal complaint.
If you do not feel your complaint has been satisfactorily resolved once all seven stages of the internal complaints process have been completed, you may now refer it to The Property Ombudsman but this must be within 12 months of our final viewpoint statement. You may also refer your complaint to The Property Ombudsman within 12 months if stages one to seven, outlined above, are not completed within eight weeks. A copy of The Property Ombudsman’s Consumer Guide is available from us on request giving details of how to refer your complaint to them. For the Property Ombudsman's timescales flow chart click here.
The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Website: www.tpos.co.uk Telephone: 01722 333306