COMPLAINTS HANDLING PROCEDURE

CHARLTONS COMPLAINTS HANDLING PROCEDURE                           

This is the procedure we have laid down for the handling of client’s complaints as defined in the RICS.  The Property Ombudsman (TPO) – Code of Practice for Residential Estate Agents.

If you have a complaint this note sets out the procedure which we will follow in dealing with the matter (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

STAGE 1

We have appointed M J Charlton to deal with your complaint.  If you have a question or if you would like to make a complaint please do not hesitate to contact him.

If you have initially made your complaint verbally, whether face to face or over the telephone, please also make it in writing, addressed to M J Charlton at the above address.  This is to ensure that we fully understand exactly what your complaint is and have a written record of it and we will acknowledge receipt within three working days.

The first stage of our Complaints Handling Procedure will involve full consideration of your complaint by M J Charlton on behalf of the firm.  We will try to resolve the complaint to your satisfaction.  If you are happy with the outcome of Mr Charltons investigation into your complaint the matter will conclude.

We will consider your complaint as quickly as possible and provide you with a full response, or if that is not possible an update of what is happening with your complaint, within 15 working days.

STAGE 2

If however we cannot agree on how to resolve the complaint then you will have the opportunity to take this to the final stage of our Complaints Handling Procedure which is:-

Consumer Redress Scheme – The Property Ombudsman, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP – Telephone Number – 01722 333306 – e.mail address – admin@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.