Our Complaints Procedure

We are committed to delivering a professional service to all clients and customers. If something goes wrong, we encourage you to let us know so we can address the issue and improve our standards.

Where appropriate, we will make reasonable adjustments for individuals who may be disadvantages due to factors such as age, illness, disability, limited knowledge, language or numeracy barriers, financial circumstances, bereavement, or where English is not their first language.

If you wish to make a complaint, please submit it in writing and include as much detail as possible. We will respond in line with the timeframes outlined below. If we have not resolved your complaint within eight weeks, you may be able to refer it to The Property Redress for review without waiting for our final response.

What will happen next?

• We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the Partners who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
• If you are still not satisfied with our final viewpoint you can request an independent review from The Property Redress.

The Property Redress
info@propertyredress.co.uk
0333 321 9418
Make a Complaint- Property Redress - www.propertyredress.co.uk

Please note the following:

You will need to submit your complaint to The Property Redress within 12 months from the date of our final viewpoint, including any evidence to support your case. The Property Redress requires that all complaints are addressed through this in- house complaint procedure, before being submitted for an independent review.

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T: 01460 357895

E: home@turnerandpowell.co.uk