Professional Property Management

Email: info@sullivanlawford.co.uk | ☎ 01425 200668

Please visit www.sullivanlawford.co.uk/contact.html for a Google Map

Office Address

3 Whitefield Road, New Milton, Hampshire, BH25 6DE

Hours of Business: Monday to Friday, 9am until 5pm

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 the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you a letter or email acknowledging receipt of your complaint within five working days of receiving it.

  • We will then investigate your complaint. This will normally be dealt with by the Managing Director who will review your file and speak to the member of staff who dealt with you, if not the Managing Director. 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 further 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 complaints procedure, before being submitted for an independent review.

Get in touch

We would love the opportunity to help you. You can get in touch with us directly by filling in the form.

or please email us at:

info@sullivanlawford.co.uk

or call us on:

01425 200668.

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