Complaints Policy

We are committed to providing a professional and competent service to all of our customers.  When something goes wrong, it is important that you tell us about it.  This will help us to learn, adapt and improve our services in future.

What is a Complaint?

A complaint is any expression of dissatisfaction. This could relate to standards, service, or conduct of staff.

How do I make a Complaint?

If you have a complaint, please put it in writing, addressed to Churchill Sales & Lettings, Churchill House, Parkside, Ringwood, BH24 3SG, including your full name and address and giving as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter, please see below for more details).

What will happen next?

• We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure and providing the name of the person handling your complaint.
• We will then promptly investigate your complaint. This will normally be dealt with by the Sales & Lettings Manager who will thoroughly review the matter.

A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgment letter. Or, if this is not possible, we will advise you as to the reason for the delay and provide an update which will also confirm when we will provide our formal written outcome.

Our formal written outcome will contain details of how to appeal, should you remain dissatisfied.

• If you are dissatisfied with the outcome and wish to appeal, a separate review will be carried out by the Head of Group Sales.  We will write to you within 15 working days of receiving your request for a review confirming the results of this review, Or, if this is not possible, we will advise you as to the reason for the delay and provide an update which will also confirm when we will provide our formal written appeal outcome.  The appeal will confirm the next steps, should you remain dissatisfied.
• If, after receipt of your appeal outcome, you continue to remain dissatisfied the matter will be referred to a Director to review as confirmed in your appeal outcome.

Again, we will write to you within 15 working days of receiving your request for a review and this will confirm our final viewpoint on the matter. Or, if this is not possible, we will advise you as to the reason for the delay and provide an update which will also confirm when we will provide our formal written outcome.

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 of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this Complaints Policy, before being submitted for an independent review.

Confidentiality

All complaints will be treated with the appropriate confidentiality.

Equality

We aim to handle all complaints fairly and honestly. We aim to treat everyone equitably and in an unbiased manner. We will consider if the complaint is intended to be vexatious or frivolous.

Please do not hesitate to contact us, should you have any questions regarding our Complaints Policy.