Complaints Procedure
If things don’t go to plan.
In House Complaints Procedure
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 improve our service going forward and resolve issues as soon as possible.
If you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.
Stage 1 – Your Complaint
Please put your complaint in writing either by letter or email and address it to Olivia Rowse, Director. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able enclose/attach any supporting evidence.
Email: olivia@johnbrayandsons.com
Stage 2 – Our Acknowledgement
Your complaint will be acknowledged, and we will start our in-house complaints process within 3 working days of receiving the complaint.
Stage 3 – Our Investigation and Final Viewpoint Letter
Your complaint will be investigated, and Olivia Rowse will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate within 15 working days of receiving your complaint.
Stage 4 – The Property Ombudsman
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. You will have 12 months to refer your complaint to the Ombudsman.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
01722 333306
admin@tpos.co.uk
www.tpos.co.uk
