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 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).

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.

COVID-19 Operating Protocols

Under Government guidelines from 13th May 2020 estate agents can reopen offices and people who wish to move home can now do so. Detailed Covid-19 guidelines and protocols have been agreed between the Government and industry bodies to ensure that key activities, including valuations and property viewings can happen safely, minimising health risks to clients, their families, or our employees. 

Our offices are now open, and measures taken and implemented to ensure that they comply with all Government protocols in relation to COVID-19. Training and protocols have also been put in place, and detailed risk assessments undertaken.

Physical viewings and valuations are possible where our clients feel comfortable in doing so. This is the case across both our sales and lettings departments.

Our main offices at the Corn Exchange in Hadleigh allow for a distanced working environment for staff and visitors alike. We would ask all visitors to read the guidelines posted on entry, and to adhere to them when visiting our offices.

Our offices at 1 Market Place (Lettings) are compromised by their size and we are asking for clients to respect a ‘one visitor’ at a time protocol. Guidelines are also posted on entry.

When booking viewings, market appraisals, valuations or any appointment involving the need to meet, each appointment will be assessed, and protocols discussed with the individuals involved prior to the appointment taking place.

In relation to market activity we have been busy throughout the ‘lock down’ period, with a number of sales agreed, exchange of contracts on several properties, and strong market activity.

Please contact us to arrange appointments for viewings and valuations.