We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them. This will help us to resolve issues as soon as possible and improve our service going forward.
If you have a complaint, please put this in writing (letter or email) to us. We will acknowledge receipt and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.
We consider the needs of the individual and, 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.
Stage 1 – Your Complaint
Please put your complaint in writing either by letter or email and address it to:
Russell Leask (Director)
Alexander Russell Estate Agents Limited
St Augustines Business Centre
125, Canterbury Road
Please include as much detail as possible, including dates, names of any members of staff
you dealt with, and where you are able to enclosing/attaching any supporting evidence.
Stage 2 – Our Acknowledgement
Your complaint will be acknowledged and we will start our in-house complaints process. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it.
Stage 3 – Our Investigation
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. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
Stage 4 – Our Final Investigation
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
Stage 5 – The Property Ombudsman
If you are still not satisfied after the last stage of the in-house complaint procedure (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 SP1 2BP
01722 333306 // www.tpos.co.uk // firstname.lastname@example.org
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.