IN HOUSE COMPLAINTS PROCEDURE FOR HARTLEY ESTATES

 

As a firm accredited by Safeagent, at Hartley Estates we want you to be fully satisfied with our service.  Sometimes, things don’t go to plan and when something does go wrong, we need you to tell us about it.  This will help to improve our standards.

 

If you have a complaint, our staff, who you usually deal with, will try to resolve it as quickly as possible, so please tell them in the first instance.  Should they need some time to look into the matter, they will explain why and tell you how long it will take.  If you’re not happy with the response you receive from the team, you can get in touch through our formal complaints procedure below.

 

Please put your formal complaint in writing either by email or letter including as much detail as possible.   You can ask someone to help you put your complaint in writing if you wish.  If you cannot put your complaint in writing, please contact us so that we can document your complaint for you.

When contacting us, please tell us:

 

• Your name and contact details

• Confirmation of your relationship to the property

• The full address of the property, if you have those details

• The aspect of our service you are complaining about.

• How you would like us to put matters right

 

We will then respond in line with the timeframes set out below.  You can get in touch in two different ways either by post to Jill Jarvis, Hartley Estates, 1 The Parade, Wrotham Road, Meopham, Kent DA13 0JL; Or by Email to jill@hartleyestates.com

 

What will happen next

 

• We will send you a letter either by post or email acknowledging receipt of your complaint within three working days. Please let us know if you would like a copy of our complaints procedure sent to you.

• We will then investigate your complaint.  A formal written outcome of our investigation will be sent to you by post or email within 15 working days of your original complaint letter.  If there is a reason why we need more time than this we will tell you why.

• If at this stage you are still not satisfied with the outcome, you should contact us again and we will arrange for a separate review to take place by a more senior member of staff.

• We will write to you by post or email within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.  If we need more time than this, we will tell you why.  If you still remain dissatisfied, you can then contact The Property Ombudsman to request an independent review.

 

The Property Ombudsman Limited is based at Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP – contact email: admin@tpos.co.uk; or Telephone: 01722 333 306

 

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 the in-house complaints procedure, before being submitted to them for their independent review.