If you are not happy...
Complaints Procedure
Chamberlains prides itself on the level of its customer service. However, occasionally things can go wrong, and you may need to complain. If you feel you would like to make a complaint please follow our complaints procedure.
Information for Customers
Chamberlains is a member of The Property Ombudsman (TPOS) as well as PropertyMark for both sales and lettings, 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 Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible. In the majority of cases we hope that matters such as these are resolved at branch level. The whole process should take no longer than 8 weeks.
We are members of The Property Ombudsman. You can download guidance from them by clicking on the relevant link:
Complaints 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 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).
What will happen next?
We will send you a letter acknowledging 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 office manager 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 fifteen working days of sending the acknowledgement letter.
If, at this stage, you are still not satisfied, you should contact us again and will arrange for a separate review to take place by a senior member of staff.
We will write to you within fifteen working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you are still not satisfied after the last stage of the in-house complaint procedure (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, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP
Tel: 01722 333 306
admin@tpos.co.uk | www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
