IN-HOUSE COMPLAINTS PROCEDURE

HOWARD DOUGLAS ESTATE AGENTS – SALES AND LETTINGS

 

Howard Douglas is a member of the Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a complaints procedure in place. The aim of this process is to resolve any issues or concerns as quickly as possible.

 

Stage One

All complaints should, in the first instance, be directed to the Sales or Lettings Manager in writing to 2 North Street, Ashburton, Newton Abbot, Devon, TQ13 7QD or post@howarddouglas.co.uk who will acknowledge written complaints within three working days of the first notification, enclosing a copy of this procedure. A written outcome to the investigation of the complaint will be sent to the complainant within 15 working days of our acknowledgment letter.

 

Stage Two

If our response has not resolved matters to your satisfaction, then you may refer your complaint to the owner, Mr Douglas, in writing to 2 North Street, Ashburton, Newton Abbot, Devon, TQ13 7QD or post@howarddouglas.co.uk. Mr Douglas will then investigate the points you have raised and provide you with a written outcome within 15 working days of receiving your request, confirming his final viewpoint on the matter.   

 

Stage Three

If you remain dissatisfied, or more than 8 weeks has elapsed since the complaint was first made, you may request an independent review from The Property Ombudsman without charge:

 

Contact details:                 The Property Ombudsman

                                                Milford House

                                                43-55 Milford Street

                                                SALISBURY

                                                Wiltshire SP1 2BP

 

Tel:                                         01722 333 306

E-Mail:                                  admin@tpos.co.uk

Website:                              www.tpos.co.uk

 

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.

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