Complaints Procedure

This procedure explains how complaints are handled.

Data Protection Complaints

If you have any concerns about how we collect, use, store or otherwise process your personal information, you have the right to raise a data protection complaint with us.

Complaints may be submitted by email using the contact details below:

Data Protection Team

Jim Harris, Managing Director, The Property Experts

Email: complaints@thepropertyexperts.co.uk

We will acknowledge receipt of your complaint within 30 calendar days.

Your complaint will be investigated promptly, fairly and without undue delay. We may contact you if we require further information to assist with our investigation.

We will inform you of the outcome of our investigation as soon as reasonably practicable and will explain any action we have taken or propose to take.

We maintain records of all data protection complaints, investigations, decisions and any remedial action taken to help us improve our processes and comply with our legal obligations.

If you remain dissatisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO).

Information Commissioner's Office (ICO)

Website: www.ico.org.uk

Telephone: 0303 123 1113

In-House Complaints Procedure — The Property Ombudsman

Complaints involving service standards should use the following procedure. 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 to improve our standards.

If you have a complaint, please follow the following procedure:

Please raise your complaint with the local Property Expert who is handling your case. As they are self-employed, they hold ultimate accountability for ensuring high levels of service are offered.
If your local Property Expert cannot resolve the issue for you then please send a formal written complaint to the Management Team at complaints@thepropertyexperts.co.uk, clearly explaining the specific reasons for your complaint, and how you would like it resolved.
We will acknowledge receipt of your complaint in writing within 3 working days of receiving it, enclosing a copy of this procedure.
The Management Team will then investigate your complaint. They will review your file and speak to the Property Expert who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
If you are not satisfied with the full written outcome from the Management Team, you can write to Jim Harris, Managing Director, at jim@thepropertyexperts.co.uk who will arrange for a separate review to take place. In line with The Property Ombudsman Guidelines the Managing Director will respond to you with a statement of the final view of the matter within 8 weeks of your initial complaint. If we don’t hear back from you within 12 months of the Management Team's response, we will consider the matter closed.
If you are still not satisfied after the last stage of the in-house complaint procedure you can raise your complaint with The Property Ombudsman and request an independent review. If this occurs your complaint will be handled through the Redress Scheme Registration of the Property Expert you have been dealing with.

The Property Ombudsman

The Property Ombudsman will request that you have exhausted the internal complaints procedure before contacting them and waiting a minimum of 8 weeks to allow us to respond to your complaint.

Contact with The Property Ombudsman must be within 12 months of receiving of the incident you are complaining about.

When you have raised a complaint with The Property Ombudsman (TPO) they will write to the Property Expert requesting the Property File and our version of the events. A case officer will then undertake a formal review of your complaint largely based on the documents from both sides.

Website

https://www.tpos.co.uk/

By Post

The Property Ombudsman, Unit 159756, PO Box 7169, Poole, BH15 9EL.