Customer Care Policy

As a member of the Association of Residential Letting Agents (ARLA) and National Association of Estate Agents (NAEA), we aim to provide the highest standard of service to all customers, in line with their Code of Practice. One of the requirements of our membership of ARLA & NAEA is that we have a process for assessing complaints about our service, appropriate to our firm’s size and structure.

At Properties on the Market we are committed to providing a quality service, if in the unlikely event that things have gone wrong and we do not achieve the high standards that we set for ourselves and you are dissatisfied in some way then we would like to know about it at the first opportunity.

All branch staff will deal with the normal day to day problems on a one to one basis but once a formal complaint as such has been raised, i.e. “I am not satisfied with the standard of your work/conduct/behaviour etc and I wish to make a formal complaint”, then at that stage you will be requested to put your complaint in writing, setting out your concerns by reference to any related documents – terms of business, tenancy agreement, inventory etc, and send it to Manager at: 65 High Street, Lincoln, Lincolnshire, LN5 8AD

The grievance letter will be acknowledged promptly, investigated in accordance with established “in-house” procedures and a reply sent to you within ten working days of receipt of the original letter. You will be invited to make any comments that you may have in relation to this response.

Subsequently, if you remain dissatisfied with the way we have handled your complaint, please write to Senior Manager at: 65 High Street, Lincoln, Lincolnshire, LN5 8AD

Finally, having exhausted our in-house procedures, if you are still not satisfied with our response, then it may be appropriate for the matter to be referred to an independent third party.

The Property Ombudsman
Milford House,
43 - 55 Milford Street,
Salisbury,
Wiltshire
SP1 2BP

Tel No: 01722 333306
Fax No: 01722 332296

www.tpos.co.uk

This is a free service.

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