DEPOSIT PROTECTION SERVICE

We are members of the DPS and comply fully with all their requirements and recommendations.

CLIENT MONEY PROTECTION

We hold Client Money Protection Insurance with Client Money Protect - www.clientmoneyprotect.co.uk. 

Our Membership number is : CMP011766

You can see and download our certificate below

Download Client Money Protection Certificate

THE PROPERTY OMBUDSMAN

We are members of TPO with membership number D13125.

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.

COMPLAINTS

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the time frames 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 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 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 acknowledgement 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 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
Wiltshire
SP1 2BP

01722 333 306
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 complaints procedure, before being submitted for an independent review.

 

You can view our TPO certificate and download it below.

 

Download TPO Certificate