COMPLAINTS PROCEDURE

In the first instance you should contact Senior Member of Staff, Trudy Murphy . You can do this either by telephone, in writing or by email. Your complaint will be acknowledged within three working days. In most cases the Senior person dealing with your matter will be able to resolve your concerns immediately. If this is not possible we aim to provide a full written response within 15 business days. If the matter is complex you may have to wait a little longer but we will always write to you within 15 business days to provide a full update on progress and give you an estimate as to when we can provide a full response.

If you are not happy with the reply provided by the person normally dealing with your case you can refer the matter to his/her Director. The Director will consider your complaint and carry out an investigation and will provide a proposed solution within ten business days. If the matter is complex and it takes longer to deal with your complaint, we will contact you within ten business days to give you an approximate timescale of when you can expect a response. If we believe it would be helpful, we may suggest a meeting. Please note that from the time the complaint has been received to the internal complaints process concluded it should take no longer than 8 weeks.


Referral To The Property Ombudsman
If you are not satisfied with the final response of our Director you may refer your complaint to the Property Ombudsman . The Property Ombudsman expects complaints to be made to them within 12 months from the date of the act/omission about which you are concerned. The Property Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last 12 months.

The Property Ombudsman’s contact details are as follows:
Milford House,
43-55 Milford Street,
Salisbury,
Wiltshire
SP1 2BP
www.tpos.co.uk
Tel: 01722 335 458