We value our client’s feedback and we are committed to providing a professional service at all times. We would like to hear from you should something not go as well as planned. In line with The Property Ombudsman’s Code of Practice, our complaint procedure is outlined below:
In the first instance, please write to Laura Bentall, 120 Wimbledon Hill Road, SW19 7Qu, alternatively email
[email protected] with full details of your complaint. Once your complaint has been received, we will acknowledge receipt within 3 working days. Following an internal investigation, you will receive a response to your complaint within 15 working days.
Should you be dissatisfied with our initial response, or the matter remains unresolved, you can escalate your complaint to the Managing Director, Marco Baptista at
[email protected] or write to Marco Baptista, 149 Arthur Road, SW19 8AB, for our company’s final viewpoint.A final investigation will be undertaken at this point and a written response will be sent to you within 15 working days detailing our company’s final viewpoint.
Should you remain dissatisfied with our company’s final viewpoint, you can then refer your case to The Property Ombudsman for their review.
Details of their complaints procedure and form can be found on their website www.tpos.co.uk along with their Code of Practice and Terms of Reference. Alternatively, you can call them on 01722 333 306 or write to them at the following address:
The Property Ombudsman Scheme
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
You have 12 months from the date of our company’s final viewpoint to refer the matter to The Property Ombudsman.
Please note that The Property Ombudsman requires that any complaint should be addressed through our Complaints Procedure prior to being submitted to them for their independent review
All the tenants comments and reasons as to why nothing should be held back from the deposit were put to the landlord, but as the landlord required the property to be in the same condition (taking into account fair wear and tear) at the end of the tenancy as it was as the beginning, this is why no agreement could be reached and a dispute was registered.
Whilst we understand the disappointment of the tenants as their claim has not been successful, it should be noted we have no control/influence of the outcome of the dispute procedure, and as during the tenancy all maintenance issues were dealt with swiftly and in a professional manner, it is disappointing that the tenants have chosen to leave a review, which in our opinion, does not reflect the reality of the situation.