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.

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If you have a complaint, please put it in writing, by email to complaints@simondeen.com including as much detail as possible.  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).

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What will happen next?

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• We will send you an email acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

• We will then investigate your complaint. This will be dealt with by Simon Deen, Director, who will review the file and the circumstances giving rise to your complaint. A formal written outcome of our investigation, setting out our final viewpoint on the matters raised, will be sent to you within 15 working days of sending the acknowledgement.

• If we are unable to meet that timescale, we will write to you to explain why and confirm when you can expect our response. The process will take no longer than eight weeks from the date your complaint was received.

• If you are still not satisfied once we have issued our final viewpoint (or more than eight weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

 

The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL

01722 333 306
www.tpos.co.uk

 

Please note the following:

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You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. 

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The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.