At Chosen Estate Agents, we are committed to providing a professional & friendly service as a standard to all our Clients and Customers. There may, however, be an occasion where we fall short on delivering excellent customer service and something goes wrong and it is important that if this happens, you tell us about it. This will help us to improve our standards. If you have a complaint, please put it in writing to us, which can be by letter or by email, 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 Scheme to consider without our final viewpoint on the matter).
WHAT WILL HAPPEN NEXT?
Your complaint will be acknowledged by either letter or email, within three working days of receiving your complaint enclosing a copy of this procedure.
The Branch Manager will then investigate your complaint and respond to you in writing within 15 working days of sending the acknowledgement letter.
YOUR RIGHT TO APPEAL
If you remain dissatisfied with the response received, please contact us again. We will arrange for a separate review to take place by a Senior member of staff. You will then receive our Final Viewpoint Letter, and this will be sent to you within 15 working days of you escalating your complaint.
REFFERAL TO THE PROPERTY OMBUSDMAN
We genuinely hope that all concerns can be resolved amicably between us through our in-house complaint’s procedure. However, if you remain dissatisfied you can seek redress through The Property Ombudsman who provide a free independent service providing no more than 8 weeks has elapsed since the complaint was first made. The contact details are:
THE PROPERTY OMBUDSMAN LTD
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
T: 01722333306
E: admin@tpos.co.uk W: www.tpos.co.uk
Please note: The Property Ombudsman will not consider your complaint until you have completed our in-house complaint’s procedure.
Any referral to The Property Ombudsman must be made within 12 months of the date of our final response.
