Complaints
We strive to ensure that the process of buying and selling is as smooth as possible.
However, in what can be a stressful transaction, occasionally things may not always go according to plan. In view of this, we have a meticulous process to ensure any grievances that may arise are resolved as quickly as possible.
We take customer satisfaction seriously and will resolve any issues quickly and professionally.
Formal complaints
If you have a formal complaint, please write to our Branch Manager. The Branch Manager (or a colleague if the Branch Manager is unavailable) will acknowledge your complaint within 3 working days. We will respond to you with a formal written outcome within 15 working days from when we received your complaint. Please include the specific details of your complaint in a letter or email to:
Finest Properties, 15 Crossways, Market Place, Corbridge, Northumberland NE45 5AW
If you are not satisfied with this formal written outcome, you can pursue your complaint and it will be reviewed by another senior staff member. This review will be sent to you within 15 working days and will include a written statement of our final view.
Request an independent review
We hope that all concerns can be settled between us. However, if you’re still not satisfied after going through the final stage of our 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 will not consider your complaint until you have used our internal procedure. You must refer your complaint to The Property Ombudsman within 12 months of the date of our final view statement. Their details are as follows:
The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
01722 333 306 | admin@tpos.co.uk | www.tpos.co.uk