Complaints procedure
Chewton Rose is a member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process.
The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.
Please find below our guidance for making a complaint in relation to:
This would be if you are buying or selling a property with one of our branches.
Residential Estate Agency - making a complaint
Stage One – Branch Manager/Area Partner
All complaints in the first instance should be directed to the Manager of the Branch or if you wish the Area Partner for the Branch you have been dealing with. Your complaint will be acknowledged within 3 working days. They will endeavor to resolve your complaint immediately, and no later than 5 working days of the first notification.
Stage Two – Divisional Estate Agency Director
If you remain dissatisfied, you may further your complaint, which must be in writing, to the Estate Agency Director responsible for the branch in question. You must write to the EA Director within one month of receiving the Stage 1 response.
The Branch Manager/Area Partner can provide you with details of who to contact.
The EA Director will acknowledge your complaint within 3 workings days of receipt of the email/letter and provide you with a full written response within 15 working days.
Stage Three - Customer Relations Manager
If you remain dissatisfied, you may address your concerns, in writing, to the Customer Relations Manager (CRM) within one month of the response from the Area/Regional Partner. Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter. Your complaint should be sent to:
Mrs Anne Boylan
EA Customer Relations Manager
Spicerhaart Head Office
Colwyn House
Sheepen Place
Colchester
CO3 3LD
Or by email to EAcustomer.relations@spicerhaart.co.uk
Stage Four - The Property Ombudsman (TPOS)
After you have received a response from the Customer Relations Manager, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, the TPOS Consumer Guide, or online at www.tpos.co.uk. Please note, you must do so within twelve months of the date of the final letter. TPOS will not consider your complaint until our internal procedures are exhausted.
