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
Although we understand your frustration, we tried to do everything we could to help your daughters move- we are limited in our involvement as we are not the managing agents.
The landlord did not instruct us to organize a professional inventory or check in where any checks on the property would take place- we were only able to hand over keys that were returned to us via the old tenants.
It was agreed by your daughter in the office that she herself would do the clean and remove the furniture- so she was fully aware on the situation.
As stated before, we are not the managing agents, so your expectations in our involvement are out of context.
Your daughter stated in the office directly to me that she was very happy with not only Alex on the viewing on the property but also our work here in the office- it only when the landlord directly got involved did things become undesirable for her. I am hoping your daughter would be able to confirm this conversation.
The property was registered with the council- this I confirmed myself. Please feel free to call the council yourself to get this confirmed.
Your daughter was allowed to move out of the property, with a full refund given when the time came that suited her.
We can understand that moving is a stressful procedure, but I truly believe that we cannot be to blame for the situation that occurred.
As for the comment about us being a “bunch of nasty people†I feel is a little unfair, especially given the situation that occurred and behavior of your daughters friend in the office.
Best Wishes,