In House Complaints Procedure

Here at HOME Estate Agents we are committed to providing a professional and quality service to all our clients and customers. If something goes wrong along the way, we would like you to share your experience with us. This will help us to improve the service we provide to you and other clients.

If you have a complaint about any of the services we have provided, we ask you to put it in writing to us, including as much detail and evidence as possible.

Your complaint should be sent to the branch your complaint relates to –

Urmston branch – Director – Stephen Groves

Stretford branch – Director – Steve Peck

Monton branch – Director – Nick Braiden

The director will respond in line with the timeframes set out below.

If you feel we have not sought to address your complaint 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 happens next?

• Once received, we will send you a letter acknowledging receipt of you complaint within three working days, enclosing a copy of this procedure for your records.
• We will then fully investigate your complaint. This will be dealt with by the office director who will review your file and speak to the member of staff who dealt with you. A formal written report of the investigation will be issued to you within 15 working days of sending our original acknowledgement letter.
• If, following this response, you are still not satisfied with the outcome, you should contact us and we will arrange for a separate review to take place by our group director, Stephen Groves.
• Stephen Groves will then write to you within 15 working days of receiving your request for a review, confirming our final review and report on the matter at hand.
• If you are not satisfied following the last stage of our 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.

Please see below the details of the property ombudsman should you require these:

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 the evidence to support your case.

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