Complaints Procedure
Complaints
Complaints Procedure
We are committed to providing excellent service. If you have a complaint, we want to hear from you.
At Propwel estate agents, we strive to provide the highest level of service to all our clients. However, we understand that there may be occasions when you feel our service has not met your expectations.
We take all complaints seriously and are committed to resolving any issues promptly and fairly.
How to Make a Complaint
- Contact us using the details below, providing as much information as possible about your complaint
- We will acknowledge your complaint within 3 working days
- We will investigate your complaint thoroughly and provide a full response within 15 working days
- If you are not satisfied with our response, you may escalate your complaint to The Property Ombudsman
Get in Touch
Complaints Procedure
We are committed to providing excellent service. If you have a complaint, we want to hear from you.
At Propwel estate agents, we strive to provide the highest level of service to all our clients. However, we understand that there may be occasions when you feel our service has not met your expectations.
We take all complaints seriously and are committed to resolving any issues promptly and fairly.
How to Make a Complaint
IN-HOUSE COMPLAINTS PROCEDURE
We are committed to providing a professional service to all our clients and
customers. When something goes wrong, we need you to tell us about it. This
will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as
possible. We have eight weeks to consider your complaint. If we have not
resolved it within this time you may refer your complaint to The Property
Ombudsman.
What will happen next?
• We will send you a letter acknowledging receipt of you complaint within three
working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the
office manager who will review your file and speak to the member of staff who
dealt with you. A formal written outcome of our investigation will be sent to you
within 15 working days of sending the acknowledgement letter.
• If, at this stage, you are still not satisfied, you should contact us again and we will
arrange for a separate review to take place by a senior member of staff.
• We will write to you within 15 working days of receiving your request for a review,
confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to
request an independent review:
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within
12 months of receiving our final viewpoint letter, including any evidence to
support your case.
The Property Ombudsman requires that all complaints are addressed through this
in-house complaints procedure, before being submitted for an independent
review.