At turtlehomes.co.uk online estate agents we aim to provide the highest possible standard of service. However we recognise that we do sometimes make mistakes or get things wrong. This is why we have a complaints procedure.
If you have a problem, please discuss this with one of our staff. Our aim is to deal with your problem sympathetically, fairly and quickly.
If you feel the matter is not being resolved to your satisfaction, please ask to speak to the Manager of the Branch dealing with your enquiry. The Manager will try to resolve the matter on the day you raise your complaint, although whether this is possible will; of course, depend on the nature of the complaint.
If the Branch Manager does not resolve the matter to your satisfaction, you should write, fully explaining the nature of your concern and with reference to any related documents, to:
Mr Kevin Harvey, turtlehomes.co.uk Online Estate Agents, 1E Worcester Street, Gloucester. GL1 3AJ.
Upon receipt of this we will:
• Acknowledge your letter within 3 working days.
• We will then carry out our internal investigations and respond to you within 15 working days.
If you are not satisfied with the outcome of our investigation and the response to your complaint, you can request that this is reviewed again by replying to:
Mr Kevin Harvey, turtlehomes.co.uk Online Estate Agents, IE Worcester Street, Gloucester. GL1 3AJ.
Your letter should state why you are still dissatisfied and what further action you wish turtlehomes.co.uk to take to fully resolve your complaint. Following the review, we will respond, within 15 working days, with our final decision.
If you are still not satisfied with our final decision, you will have the right to refer the matter to The Property Ombudsman within 6 months from the date of our final response letter, or you may lose that right. Details of this right will be provided with our final response. The Property Ombudsman address is:
The Property Ombudsman
Milford House
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333306
You can be assured that we treat all complaints very seriously and we will conduct a full review of the issue(s) raised.
Last updated at 1:18 PM 29/10/2014 by Richard Tuck