Complaints procedure
Chewton Rose is a member of The Property Ombudsman Scheme (TPOS). 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 improve our standards.
We will 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.
If you have a complaint, please put it in writing, including 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.
The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at Branch level.
Please find below our guidance for making a complaint in relation to:
This would be if you are buying or selling a property with one of our branches.
Residential Estate Agency - making a complaint
Stage One – Branch Manager/Area Partner
All complaints in the first instance should be directed to the Manager of the Branch or if you wish the Area Partner for the Branch you have been dealing with. Your complaint will be acknowledged within 3 working days. They will endeavor to resolve your complaint immediately, and no later than 5 working days of the first notification.
Stage Two – Divisional Estate Agency Director
If you remain dissatisfied, you may further your complaint, which must be in writing, to the Estate Agency Director responsible for the branch in question. You must write to the EA Director within one month of receiving the Stage 1 response.
The Branch Manager/Area Partner can provide you with details of who to contact.
The EA Director will acknowledge your complaint within 3 workings days of receipt of the email/letter and provide you with a full written response within 15 working days.
Stage Three - Customer Resolutions Manager
If you remain dissatisfied, you may address your concerns, in writing, to the Customer Resolutions Manager (CRM) within one month of the response from the Estate Agency Director. Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter. Your complaint should be sent to:
Mrs Anne Boylan
EA Customer Relations Manager
Spicerhaart Head Office Colwyn House
Sheepen Place Colchester
CO3 3LD
Or by email to EAcustomer.relations@spicerhaart.co.uk
Stage Four - The Property Ombudsman (TPOS)
If you are still not satisfied with our final viewpoint (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
admin@tpos.co.uk
01722 333 306
www.tpos.co.uk
Make a Complaint - The Property Ombudsman (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.
