Complaints Procedure
- Get a cash offer immediately - for free!
- Receive your funds in just 7 days
- A guaranteed sale for any property type in any condition
We’re committed to professional service. If something goes wrong, please tell us so we can improve. We’ll make reasonable adjustments for those who may be disadvantaged.
To complain, please write with as much detail as possible. We’ll respond within the timeframes below. If you haven’t heard from us within eight weeks, you may be able to refer your complaint to the Property Ombudsman.
What happens next?
1. A written acknowledgment
2. A thorough investigation
3. Re-connect if not satisfied
4. A written review
5. A final review
If you’re still unsatisfied after our initial response, please contact us again, and a senior staff member will conduct a separate review.
1. A written acknowledgment
If you’re still unsatisfied after our initial response, please contact us again, and a senior staff member will conduct a separate review.
2. A thorough investigation
We’ll investigate your complaint, usually handled by the office manager who will review your file and speak with the relevant staff member.
You’ll receive a formal written response within 15 working days of our receiving your complaint.
3. Re-connect if not satisfied
If you’re still not satisfied after our initial response, please contact us again, and a senior staff member will conduct a separate review.
4. A written review
We’ll write to you within 15 working days of receiving your review request, confirming our final decision.
5. A final review
If you’re still dissatisfied with our final decision (or if more than eight weeks have passed since your initial complaint), you can request a free, independent review from The Property Ombudsman.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
[email protected]
www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, 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.