Greenwood & Co

Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.

Complaints Procedure

Greenwood and Company Procedure For Complaints Handling As a firm accredited by Safeagent, at Greenwood & Company 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 us to improve our standards. If you have a complaint, our staff who you usually deal with will try to resolve it that day, 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 we can document your complaint for you. When contacting us, please tell us: - Your name and contact details - Confirmation of what your relationship is to the property - The full address of the tenancy 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: Zoe Berry, Greenwood & Company, The Wool House, Bear Lane, Farnham, Surrey, GU9 7LG Or by email to zoe@greenwood-property.co.uk What Will Happen Next? We will send you a letter acknowledging receipt of your complaint within three working days, enclosing a copy of this procedure. We will investigate your complaint. A formal written outcome of our investigation will be sent to you within 10 working days of sending the acknowledgement 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 within 10 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 Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SB1 2BP Phone – 01722 833306 Website – www.tpos.co.uk Please kindly 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 complaint’s procedure, before being submitted to them for their independent review.

Last updated at 11/30/2, 12:00:00 AM by allAgents

Awards won by Greenwood & Co

Regional Awards Won by Greenwood & Co

Individual Branch Awards