Coady Phillips Estate Agents prides itself on the level of its customer service and it is with this in mind our sale complaints procedure is detailed below for use in such an event. If you have any questions relating to the levels please call our office to discuss. As members of The Property Ombudsman Scheme (TPOS) we aim to provide the highest standards of service to all our clients and use the complaints procedure to ensure all complaints can be dealt with in a swift and efficient manner and in our 30 years of doing business we have always managed to deal with all complaints without the recourse to The Property Ombudsman Scheme. The following are the levels that need to be met to ensure the efficient management of the complaint:
Level One: The initial complaint should be directed verbally to the individual in question at the office you have been dealing with and this complaint should be resolved in 5 working days, should this not happen then proceed to the second level.
Level Two: A written and detailed complaint will be required at this level where a senior member of staff with no less than 15 years working experience in the business will look at the complaint and upon contacting the relevant branch you will be advised which person will handle this for you. Please be aware this complaint should be made within 30 days of the office response to level one. The complaint should be made in writing and shall be dealt with in no more than 14 working days and all communication will be a written response not a verbal one.
Level Three: Should the complaint still be active and you are not satisfied with the response then you should direct your written complaint to the Managing Director Mr Philip J P Coady at the Bromley office within no less than 14 days of receiving your last response and at this point a written reply will constitute the final view point of the company on the matter in question. We will endeavour to reply at this stage in no more than 30 working days.
The Property Ombudsman – Final Level
Upon receipt of the final view point of the company from the Managing Director should you still be dissatisfied with the handling of the complaint then you should direct the complaint to The Property Ombudsman Scheme and details will be provided to you in the final letter from the Managing Director. Please be reminded that the company complaints procedure should be adhered to before recourse to The Property Ombudsman Scheme.
The Property Ombudsman Ltd
43-45 Milford Street
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 complaints procedure, before being submitted for an independent review.