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 your 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 acknowledgment 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 are still not satisfied after the last stage of the in-house complaint procedure (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.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk
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 complaint procedure, before being submitted for an independent review.

My husband and I attended a Discovery Day with Steve and I have to say it was worth every penny. I arrived in Hull with only an idea of investing in the area, I left Hull not only with the excitement of investing in Hull, but local knowledge of the area, where to invest and where not to. Meeting local people and looking at properties that were ideal for investing and meeting our requirements perfectly.

Rebecca from Salisbury

Just to say a huge thank you for everything you’ve done on my behalf – from my initial visit to Hull, to the purchase and refurb – you’ve been absolutely brilliant. An absolute pleasure to work with and completely professional and with such integrity – I’ve so appreciated the way you work and run your business. I really hope our paths cross again soon and will definitely be in touch should I want another property in Hull.

Annabel
Having attended a Discovery Day organised by Steve I have come away with a greater knowledge of the potential opportunities that Hull has to offer to investors and the strategies that fit the area well. They were also able to emphasise the local pitfalls on a street by street basis. The day was well organised, informative and a must for a serious investor who is thinking of Hull as an area.
Duncan Graham