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.

Important Notice

You must submit your complaint to The Property Ombudsman within 12 months of receiving our final
viewpoint letter and
include any supporting evidence for your case.
The Property Ombudsman requires that all complaints are first addressed through our in-house complaints
procedure
before being considered for independent review.