In-House Complaints Procedure
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 and understand what’s happened and put it right.
We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.
If you have a complaint, the first thing to do is tell us which part of our service you are unhappy with. You can report your concerns to us by phone, however we recommend its done in writing by post or via email.
Simon Clarke Letting Agents
7 Ballards Lane
Finchley Central
London
N3 1UX
T. 020 8349 9000
E. hello@simonclarke.co.uk
We aim to resolve any issues immediately, however if this is not possible then your concerns will be escalated to a manager who shall investigate the matter.
What will happen next?
We will send you written acknowledgment of the 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 office manager who will review your file and speak to the member of staff who dealt with you. We shall gather as much information and facts as possible.
A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint. Should we require more time to resolve your concerns you shall receive a written explanation of the delay.
All complaints are kept confidential and will be dealt with in a fair and unbiased way. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.
Still not happy?
After receiving our response, if you feel your complaint has not been fully addressed or you are not satisfied, please let us know and we will arrange for a separate review to take place by a senior member of staff.
Your concerns will be acknowledged within three working days of receipt; a final response will then be issued within fifteen working days.
If you are still not satisfied with our final viewpoint (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 from the date of our final viewpoint , 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.
WE ARE MEMBERS OF PROPERTYMARK
If you feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark. Go to the Propertymark website to download a complaint form. Propertymark investigate complaints against their
members where there is evidence an agent has breached their Conduct and Membership Rules.
Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.
01926 496 791 | compliance@propertymark.co.uk
