COMPLAINTS PROCEDURE

RAMSEY MOORE COMPLAINTS PROCEDURE

INFORMATION FOR CUSTOMERS

We are a member of The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.

You may find below our guidance for making a complaint in relation to:

• Estate Agency
• Residential Lettings & Property Management

MAKING A COMPLAINT

Stage One – Branch Manager

All complaints should, in the first instance, be directed to the manager of the branch you have been dealing with. They will endeavour to resolve your complaint as soon as possible, otherwise no later than five working days from when they received notification of the issue.

Stage Two – Company Director

If you remain dissatisfied and wish to further escalate your complaint, you may write to the Company Director at the address below, or via mh@ramseymoore.co.uk.

Your letter will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns. Within fifteen working days, the Company Director will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.

Company Director will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.

Mark Harris

294 Heathway

Dagenham

Essex

RM10 8LU

Stage Three – The Property Ombudsman

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.

https://www.tpos.co.uk/consumers/how-to-make-a-complaint