Complaints Procedure
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?
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
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 complaints procedure, before being submitted for an independent review.
We are members of Propertymark. If you feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark. Go to the Propertymark website to download a complaint form. Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. Examples include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practical, and failure to answer correspondence. Propertymark Membership Rules and Conduct can be found here: https://www.propertymark.co.uk/professional-standards/rules.html.
- We will send you 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 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 sending the acknowledgement letter.
- 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.
The Property Ombudsman Ltd Milford House 43-45 Milford Street Salisbury Wiltshire SP1 2BP 01722 333 306 www.tpos.co.uk
Contact Details
Address:
Barons Property Centre,
124 High Street,
Midsomer Norton,
BA3 2DA,
124 High Street,
Midsomer Norton,
BA3 2DA,
United Kingdom
Phone: 01761 411411
Email: [email protected]
Opening Hours
Mon – Fri: 9am – 5:30pm
Saturday: 9am – 4pm
Sunday: Closed
Saturday: 9am – 4pm
Sunday: Closed