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.

If you have a complaint, please put it in writing, including as much detail as possible. We have two weeks to consider your complaint. If we have not resolved it within this time you may refer your complaint to The Property Ombudsman.

What will happen next?

• All complaints should, in the first instance, be directed to the handling staff member at the branch that you have been dealing with. They will endeavour to resolve your complaint immediately, and no later than within 10 working days of the first notification.
• If you remain dissatisfied, you may then further your complaint in writing to the Branch Manager responsible for the branch in question. You must write to them within one month of receiving the initial response. The Branch Manager will acknowledge your complaint within 3 working days and provide you with a full written response within 15 working days.
• If you still remain dissatisfied, you may address your concerns in writing to our Director within one month of the Branch Manager’s response. The relevant office can provide contact details. Your letter will be acknowledged within 5 working days, with a final viewpoint response provided within 15 working days.
• After receiving a response from the Director, if you are not satisfied, you may approach The Property Ombudsman. Information on how to do this will be included in the final viewpoint letter. You must do this within 6 months of receiving that letter.

You can view and download The Property Ombudsmen Code of Practice here.

The Property Ombudsman Contact Details

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333 306
www.tpos.co.uk

Please note: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any supporting evidence.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure before being submitted for an independent review.

William Charles Property Services Ltd (16207488), 1 Bromley Road, Chislehurst, Kent, BR7 6LH