INTERNAL COMPAINTS HANDLING PROCEDURE
Choice Lettings is a member of The Property Ombudsman (TPO); the U.K. Association of Letting Agents (UKALA) & Safe Agent. By belonging to these organisations, we are required to follow strict professional standards.
Here at Choice Lettings we pride ourselves on the level of customer service that we provide. In the event that you feel dissatisfied with our service and wish to make a complaint, you should follow our Complaints Handling Procedure (CHP). All verbal and written complaints will be recorded at the time they are made.
If you are unable to resolve the issue informally, you should initially make your complaint in writing to The Manager at this office, setting out the details of your complaint, the consequences for you as a result and the remedy you are seeking. The Manager will acknowledge receipt of your complaint in writing within 3 working days and a proper investigation promptly undertaken. A formal written outcome of the investigation will be sent to you within 15 working days.
We aim to resolve all complaints during this initial stage. However, if you are still dissatisfied, you can ask for your complaint and the response to be reviewed.
You should write to The Director at this office which will provide the opportunity for a speedy, separate and detached review of the complaint. The Director will acknowledge receipt of your complaint in writing within 3 working days and will send a written review within 15 working days.
Stage Three - The Property Ombudsman Scheme
Following conclusion of our investigation and upon receipt of our final view, in the event that you remain dissatisfied, you may refer your complaint to The Property Ombudsman within 6 months.
TPOS Complaints, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
The Ombudsman will not consider your complaint until you have exhausted our internal complaints procedure.