Complaints

Complaints Procedure At Address 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. We will where appropriate, make reasonable adjustments for consumers who might

be disadvantaged because of factors such as their age, infirmity, disability, lack of

knowledge, lack of linguistic or numeracy ability, economic circumstances,

bereavement or do not speak English as a first language If you have a complaint, please put it in writing, with the title ‘Formal Complaint’ and

including as much detail as possible.  Please send your complaint to

info@addresspropertyconsultants.com. 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 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. A formal written outcome of our

investigation will be sent to you within 15 working days of receipt of the

original complaint.  If, at this stage, you are still not satisfied, you should contact us again and we

will arrange for a separate review to take place by a senior member of staff.  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 (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, 43-55 Milford Street, Salisbury, Wiltshire SP1

2BP. Tel: 01722 333 306 Email: admin@tpos.co.uk Web: tpos.co.uk Please note the following: You will need to submit your complaint to The Property Ombudsman within 12

months from the date of our final viewpoint, 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.