The Property Booth Ltd

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 (letter or email), including as much detail as possible.  We will then respond in line with the timeframes set out below.

Our Address:

Complaints

The Property Booth Ltd

Ekklesia House

Dale Crescent

Newark

NG24 3JT

Our email address and phone number:

enquiries@thepropertybooth.co.uk

01636 612685

 

What will happen next?

  • We will send you a letter or email 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 senior lettings executive 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 or email.

 

  • 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

SP1 2BP

www.tpos.co.uk

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. (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.)

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure before being submitted for an independent review.

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