Sales: 01782 595050

Lettings: 01782 598777

Complaints Procedure

Stage 1 – Your Complaint:

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.

Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.

Please send your email to jackie@daleandcollins.com or your letter to our office address, as per the contact details on our website.

Stage 2—Our Acknowledgement:

Your complaint will be acknowledged within three days of its receipt and we will start our in-house complaints process.

Stage 3—Our Investigation

Your complaint will be investigated and Jackie Lee will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate, within 15 days of receipt of your complaint.

Stage 4—Final Viewpoint

If you remain dissatisfied, you should contact us again and we will conduct a separate review to take place by Tim Lee, as Assistant Manager. This will outline our final viewpoint on the matter. This must be done within a further 15 days of receiving your request for a further review.

Stage 5—The Property Ombudsman

If our final viewpoint letter does not resolve matters (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 have 12 months from the receipt of our Final Viewpoint, to refer your complaint on to the Property Ombudsman.

The Property Ombudsman 
Milford House

43-55 Milford Street 

Salisbury 

SP1 2BP

01722 333306 

www.tpos.co.uk
admin@tpos.co.uk

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