GLENISTERS Complaints Procedure
INFORMATION FOR CUSTOMERS
We are a member of The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.
You may find below our guidance for making a complaint in relation to:
- Estate Agency
- Residential Lettings & Property Management
MAKING A COMPLAINT
Stage One – Branch Manager
All complaints should, in the first instance, be directed to the manager of the branch you have been dealing with. They will endeavour to resolve your complaint as soon as possible, otherwise no later than five working days from when they received notification of the issue.
Stage Two – Company Director
If you remain dissatisfied and wish to further escalate your complaint, you may write to the Company Director at the address below, or via firstname.lastname@example.org.
Your letter will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns. Within fifteen working days the Company Director will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.
Company Director will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.
2 – 4 Eastern Road
Stage Three – The Property Ombudsman
After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the final viewpoint letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.uk
Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.