Our Location

Residential & Commercial Property Consultants


Our information

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IN AN EMERGENCY / OUT OF HOURS

106 Merton High Street, London SW19 1BD

Tel: 020 8715 9444 / 9474

Email: enquiries@drakesfield.co.uk


Hours:

Mon - Fri

10am to 6.30pm



COMPLAINTS

IN-HOUSE COMPLAINTS PROCEDURE


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.

If you have a complaint, please put it in writing, 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 any of our professional body listed below).

What will happen next?

  • We will send you a letter 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 normally be dealt with by the office manager/director who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.


  • 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 director.


  • 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 after the last stage of the in-house complaint procedure (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

01722 333 306
admin@tpos.co.uk
www.tpos.co.uk

Please note the following:
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.

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


If neither us or  The Property Ombudsman have provided a satisfactory outcome to your complaint then you can send your complaint to the following who we are members:


NAEA / ARLA Propertymark

https://www.propertymark.co.uk