Complaints Procedure

Our Complaints Procedure

We love all of our clients but appreciate that things don’t always turn out as planned at times. If you feel that we have fallen short of your expectations, we will do whatever we can to resolve your issues.

Any complaint will be dealt with per our complaints procedure, as follows;

  • If you are unhappy with any aspect of our service, please let us know via email to enquiries@theagencyuk.com, and a member of our central team will contact you usually the same day but at least within three working days.
  • If the concierge team cannot resolve your issue, we’ll escalate your complaint to a relevant member of the Management Team. They will acknowledge your complaint within three working days, review all documentation and correspondence and send a written outcome of the investigation within 15 working days.
  • The majority of issues will be resolved by this point; however, if you still have concerns after this second stage, you would then be free to contact The Property Ombudsman Scheme (who will only investigate complaints that the company itself can’t resolve).
  • TPO email address – admin@tpos.co.uk
    If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made)

We’ll do our best to handle your complaint as quickly and as fairly as possible. We take all feedback seriously and use it to improve our service.

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.

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