Complaints Procedure
We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible. If you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.
Stage 1—Your Complaint
Please put your complaint in writing either by letter or email and address it to Susan Payne, Managing Director. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.
Susan Payne Property
East Quay
Wootton Bridge
Isle of Wight PO33 4LA
Email: susan@susanpayneproperty.co.uk
Stage 2—Our Acknowledgement
Your complaint will be acknowledged and we will start our in house complaints process.
Timescale
Within 3 working days of receiving your complaint.
Stage 3—Our Investigation
Your complaint will be investigated and the relevant member of staff will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.
Timescale
Within 15 working days of receiving your complaint.
Stage 4—Final Viewpoint
If you remain dissatisfied, you should contact us again and we will conduct a separate review to take place by the Managing Director. This will outline our final viewpoint on the matter.
Timescale
Within 15 working days of receiving your request for a further review.
Stage 5—The Property Ombudsman
If our final viewpoint letter does not resolve matters (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
SP1 2BP
01722 333306
Website: www.tpos.co.uk
Email: admin@tpos.co.uk
Timescale
You must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter.
If we have not addressed your complaints within 8 weeks, you can refer your complaint to the Ombudsman.
