Complaints Procedure
We are committed to providing a professional and high-quality service to all our clients and customers. If something goes wrong, we encourage you to let us know. Your feedback helps us improve our standards. Where appropriate, we will make reasonable adjustments for consumers who may be disadvantaged due to factors such as age, infirmity, disability, lack of knowledge, limited English proficiency, economic circumstances, or bereavement. If you wish to make a complaint, please do so in writing, providing as much detail as possible. You can email us at admin@oaktreewestlondon.co.uk.We will respond according to the timeframes outlined below. (If you feel we have not addressed your complaint within eight weeks, you may refer your complaint to The Property Ombudsman for an independent review.)What Will Happen Next?
-
- Acknowledgement
We will send you a written acknowledgement of your complaint within three working days of receiving it, enclosing a copy of this procedure.
- Initial Investigation
Your complaint will be investigated by the Office Manager, who will review your file and speak with the staff member involved. A formal written outcome of this investigation will be sent to you within 15 working days of receipt of your original complaint.
- Further Review (if required)
If you are not satisfied with the outcome, you may request a further review. This will be carried out by a Senior Member of Staff. We will provide our final written response within 15 working days of receiving your request for a review.
- Referral to The Property Ombudsman
If you remain dissatisfied with our final viewpoint, or if more than eight weeks have passed since your initial complaint, you may refer the matter to: The Property Ombudsman Website: www.tpos.co.uk Email: admin@tpos.co.uk Telephone: 01722 333 306 There is no charge for this service, and The Property Ombudsman will carry out an independent review of your complaint.
- Acknowledgement