COMPLAINTS PROCEDURE


Customer feedback is important to us

We want to hear from you

We pride ourselves on being a professional and knowledgeable Lettings and Estate against keeping our customer’s needs at the heart of what we do.

We invest in our people and our highly trained and experienced staff are committed to providing the best service to our landlords, vendors, buyers, or tenants.

Managing a large lettings and estate agency does come with its challenges, we are proud of the way we conduct our daily business, however, on occasion we do recognise that things go wrong and when it does, we want to put it right for you.

Complaints and concerns

Please follow the below steps to allow us the opportunity to resolve your complaint. We are committed to resolving your complaint promptly and to your full satisfaction.

Step one: Please call and ask to speak with the manager of the department you are dealing with, or email the manager directly. You should expect an acknowledgement of your complaint within 3 business days.


Step two: If the complaint is about the department manager or you would like to escalate your complaint further, you can email our Customer Experience team, compliance@townends.co.uk

You should expect an acknowledgement to your email within 3 business days. Please then allow up to 15 business days for a full written resolution to your complaint, following a fair and honest investigation.

Step Three: In the unlikely event you remain dissatisfied with the outcome of your complaint, you can contact The Property Ombudsman in writing, by phone or via The Property Ombudsman website.

Residential Sales & Lettings

The Property Ombudsman,

Milford House,

43 – 55 Milford Street,

Salisbury,

Wiltshire,

SP1 2BP

Email: admin@tpos.co.uk

Website: www.tpos.co.uk

Lettings

The National Federation of Property Professionals,

Arbon House,

6 Tournament Court,

Edgehill Drive,

Warwick

CV34 6LG

Email: info@arla.co.uk

Website: www.arla.co.uk