Specialist Letting Ltd
IN-HOUSE COMPLAINTS PROCEDURE
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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 will then respond in line with the timeframes set out below (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).
Specialist Letting Ltd
11 Nalder Green
East Challow
Wantage
Oxon
OX12 9WE
01865 306969 | info@specialistletting.com
What will happen next?
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We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
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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 receipt of the original complaint. If we need more time to resolve your concerns however, you will receive a written explanation for the delay.
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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.
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We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
All complaints are kept confidential and will be dealt with in a fair and unbiased way. If we do not hear from you within eight weeks of our response, we will assume that the matter has been resolved, and the complaint will be closed.
Still not happy?
If you remain dissatisfied, you can then contact our independent redress scheme, The Property Ombudsman, to request an independent review:
The Property Ombudsman
01722 333 306
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.
Contact Propertymark
If you feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark. Go to the Propertymark website to download a complaint form.
Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules.
01926 496 791 | compliance@propertymark.co.uk
propertymark.co.uk/professional-standards/complaints