Information for Customers
We are a member of The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.
You may find below our guidance for making a complaint.
Stage One – Branch Manager
All complaints should, in the first instance, be directed to the manager of the branch you have been dealing with. They will acknowledge your complaint within three working days of receipt, and investigate fully, endeavouring to resolve it within fifteen working days from when they received notification of the issue.
Stage Two – Operations Manager
If you remain dissatisfied, you may then further your complaint in writing to the Operations Manager responsible for the branch in question; the Branch Manager will supply you with their name and contact details. Where necessary, if the situation remains unresolved, we recommend that the issue is raised within one month of completing Stage 1.
Your escalation will be acknowledged within three working days of receipt and the Operations Manager will work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within fifteen working days.
Stage Three – Director
If you remain dissatisfied and wish to further escalate your complaint, you may write to the Managing Director at the address below, or via firstname.lastname@example.org. Your letter will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns. Within fifteen working days the Managing Director will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.
John Edwards & Co Estate Agents
111 South Farm Road
Stage Four – The Property Ombudsman
After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS), who can be contacted via the following details:
The Property Ombudsman
43-55 Milford Street
Tel: 01722 332 296
Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.