IN-HOUSE COMPLAINTS PROCEDURE

Jeremy Jenkins Estate Agent Ltd


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.

If you have a complaint, please put it in writing, including as much detail as possible. We will
then respond in line with the timeframes 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 your 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
    Managing Director, Jeremy Jenkins, 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 second review to take place.
  • 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 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) you can request
    an independent review from The Property Ombudsman without charge.

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 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.