IN-HOUSE COMPLAINTS PROCEDURE

At Healy & Newsom, we are committed to providing a professional and high-quality service to all of our clients and customers. If, however, something goes wrong, we want to hear about it so that we have the opportunity to investigate your concerns and, where appropriate, put matters right and improve our service.

If you wish to make a complaint, please do so in writing, providing as much detail as possible. We will acknowledge and deal with your complaint in accordance with the timescales set out below.

Please note that if we have not provided you with our final viewpoint within eight weeks of receiving your complaint, you may be entitled to refer the matter directly to The Property Ombudsman.

What will happen next?

Acknowledgement

We will acknowledge receipt of your complaint in writing within three working days of receiving it and will enclose a copy of this complaints procedure.

Investigation

Your complaint will be investigated by the Managing Director or another suitably senior member of management, who will review the relevant file, correspondence and records, and where appropriate, speak with any members of staff involved.

We will provide you with a formal written response setting out the outcome of our investigation within 15 working days of sending our acknowledgement letter.

Review

If you remain dissatisfied with our response, please write to us again explaining why.

Where appropriate, your complaint will be reviewed by the Managing Director. Where the Managing Director has already conducted the investigation, or where no further internal review is available, we will issue our final viewpoint letter.

We will provide our final viewpoint within 15 working days of receiving your request for a review.

The Property Ombudsman

If you remain dissatisfied after receiving our final viewpoint letter, or if more than eight weeks have elapsed since your complaint was first made, you may refer your complaint to The Property Ombudsman for an independent review, free of charge.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: 01722 333 306
Email: admin@tpos.co.uk 
Website: www.tpos.co.uk 

Please note

Any referral to The Property Ombudsman must be made within 12 months of receiving our final viewpoint letter and should include any supporting evidence you wish the Ombudsman to consider.

The Property Ombudsman requires that complaints are first considered through our in-house complaints procedure before an independent review can take place.