Complaints Procedure

We at The Property Centre pride ourselves on the level of its customer service. Occasionally things do go wrong and you may need to complain. As such please follow the following steps: – Information to all clients The Property Centre is a member of The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all its clients. To ensure that your interests are safeguarded, we have a complaints process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matter such as these are resolved at branch level.

Stage 1 – Office Manager

All complaints in the first instance, be directed to the office manager, Carol Willacy, and she will endeavour to resolve your complaint immediately and no later than 5 working days of first being notified.

Stage 2 – Managing partner

If you remain dissatisfied, you may then further your complaint, which must be in writing/email to the managing partner, Mr David Dey. You must write to him within one month of receiving the office manager response. He will acknowledge your complaint within 3 days of receiving it and provide a written response of the complaint and address issues within 14 working days.

Stage 3 – The Property Ombudsman

After you have received a response from the managing partner, you may approach the Ombudsman if you are not satisfied with response given. Details of how to do this are contained within the final viewpoint letter, given by TPO or online at www.tpos.co.uk. Please note that you must do this within 12 months of the date of the final letter. The Property Ombudsman