Oakfield has a formal complaints procedure, which is explained below;
As an Oakfield customer you would expect a first class service from us, and we aim to provide it. We have high standards, but if you believe we have made a mistake, please get in touch with us as soon as possible and we will
do everything we can to put it right.
We are also subject to the rules of The Property Ombudsman. In general terms this gives customers who are unable to resolve a complaint against us the right to have this reviewed by an independent person â
We hope that our complaints procedure will resolve any complaint without the need for you to contact The
Property Ombudsman. Please note that the Ombudsman will not investigate your complaint before you have
completed our complaints procedure, and received a letter from us giving our final response.
This document shows the steps in our complaints procedure. At every stage we promise to listen and do
everything we can to resolve your problem, and to make sure you're happy with the way we do it.
Our Complaints Procedure
1. If you have a problem relating to Oakfield, please discuss this with one of our branch staff. Our aim is to deal
with your problem sympathetically, fairly and quickly.
2. If you feel that 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.
3. If the response by our Branch Manager does not resolve the matter to your satisfaction, you can ask the
Manager to refer the complaint to our Financial Director, alternatively you can write to her at the following
Miss Samantha Hensher, Oakfield, Haig House, Station Road, Hastings, East Sussex, TN34 1NH
We request that all correspondence adheres to the details and that all complaints are put in a numerical order to help us respond to the complaints with a clear and concise structure.
A letter of acknowledgement will be sent to you within 3 working days. It will also set out our understanding of
your complaint, and state when we will be able to reply in greater detail.
You may also be asked for additional information if this is required to assist resolving the matter.
A formal written outcome of this investigation will be sent to you within 15 working days.
4. If your problem has still not been resolved by the Director, please write to her again. Your letter should state
why you are still dissatisfied and what further action you wish Oakfield to take to fully resolve yourcomplaint.
The Financial Director will then give a final response by letter within 7 working days. This will beaccompanied
by The Property Ombudsman Consumer Guide.
5. If you are still not satisfied with the steps taken by Oakfield, you can write to:
The Property Ombudsman Ltd, 4 Bridge Street, Salisbury, Wiltshire, SP1 2LX
(Telephone: (01722) 333306 or e-mail: firstname.lastname@example.org).
6. The Property Ombudsman will consider your complaint, taking in to account any points made by you and
Oakfield. The Ombudsman may, however, refuse to investigate a complaint where your issue refers to something
that happened more than 12 months before you complained in writing to the Member Agency, or you referred
your complaint to the Ombudsman more than six months after you received the Member Agencyâs final offer of
settlement or answer.
7. The Ombudsmanâs Office may try to settle the dispute by agreement between you and Oakfield. If this is
unsuccessful, the Ombudsman will consider all the relevant factors and make a decision according to what he
believesto be fair in all the circumstances.
8. The Ombudsman will send his decision to you and Oakfield. You can accept or reject his decision. If you reject
the Ombudsman's decision, it will lapse and you are free to do as you wish. If you wish to take legal action, you
can do so. Your legal rights will not have been affected by the Ombudsman's decision.