1. Note

We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them.

This will help us to resolve issues as soon as possible and improve our service going forward.

If you have a complaint, please put this in writing (letter or email) to us. We will acknowledge receipt and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.

We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

2. In-house complaints procedure

Our acknowledgement

Your complaint will be acknowledged and we will start our in-house complaints process.

Our investigations

Your complaint will be investigated, and a relevant member of staff (if applicable) will provide a formal written response addressing your specific concerns and proposing resolutions where appropriate.

If you remain unhappy, your subsequent complaint will be investigated, and a written response will be provided outlining our final position and proposing resolutions where appropriate.

Escalation

Should you remain dissatisfied after receiving our final viewpoint letter, you can refer your complaint to:

The Property Ombudsman

Milford House, 43-55 Milford Street, Salisbury SP1 2BP

01722 333306

www.tpos.co.uk