Complaints

The Property Resource Ltd Formal Complaint Procedure

Here at The Property Resource Ltd we pride ourselves on the level of customer service that we provide. In the event that you feel dissatisfied with our service and wish to make a complaint, you will need to follow our Complaints Handling Procedure (CHP), details of which can be found below:

Membership details

The Property Resource Ltd is a member of The Property Ombudsman Scheme (TPOS) as well as Client Money Protect (CMP).

By belonging to The Property Ombudsman Scheme, we are required to follow strict professional standards.

Stage One – Branch Director

We would request that you initially make your complaint in writing to the Manager in charge of the section of our company to which the issue arose. Upon receipt of your complaint she will assess your submission and will respond within five working days of receiving your written complaint.

Contact details:      Ms Amanda Hardy

The Property Resource Ltd

3 Cobden Road

London SE25 5NY

Telephone 020 8656 8656

Email: amanda@thepropertyresource.co.uk

We aim to resolve all complaints during this initial stage. However, if you are still dissatisfied, you will need to progress your complaint through the following process.

Stage Two – Director

If you with to progress your complaint beyond the Manager, Ms Amanda Hardy, you must do so within 28 days of receiving their response. Once in receipt of your complaint, which must be in writing, the Branch Manger will acknowledge your correspondence within five working days. You will receive a full response within 15 working days.

Contact details:      Mr Max Windheuser

3 Cobden Road

London

SE25 5NY

Telephone 01732 456500

Email: max@thepropertyresource.co.uk

Appendix 1:

 

Stage Three – The Property Ombudsman Scheme / the Ombudsman Services: Property

Upon receipt of our Final Viewpoint letter, in the event that you remain dissatisfied, you may contact the Ombudsman.

The contact details for The Property Ombudsman Scheme are as follows:

Telephone: 01722 333 306, email: admin@tpos.co.uk, website: www.tpos.co.uk or post:

TPOS Complaints, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

The Ombudsman will not consider your complaint until you have exhausted our internal complaints procedure.

The Property Resource Ltd

3 Cobden Road

London

SE25 5NY

Telephone 020 8656 8656

Email: amanda@thepropertyresource.co.uk

Website: www.thepropertyresource.co.uk

Registered office:

3 Cobden Road

London

SE25 5NY

Company No. 07127568