At Pearl & Chance, we are dedicated to delivering a professional service to our valued clients and customers. In the event that something falls short of your expectations, we encourage you to bring it to our attention. This constructive feedback is crucial in our continuous efforts to enhance our standards.
Should you have a complaint, kindly express it in writing, providing comprehensive details. We commit to responding within the specified timeframes outlined below. If, after eight weeks, you feel that we haven’t adequately addressed your concerns, you have the option to refer your complaint to the Property Ombudsman, who can independently consider the matter.
Here’s the process:
Acknowledgment: You will receive a letter within three working days of us receiving your complaint, along with a copy of this procedure.
Investigation: Your complaint will be thoroughly investigated, typically by the office manager. They will review your file and consult with the staff member involved. A formal written outcome will be sent to you within 15 working days of the acknowledgement letter.
Review: If you remain dissatisfied, contact us again, and we will arrange a separate review by a senior staff member. You will receive our final viewpoint on the matter within 15 working days of your request for a review.
Independent Review: If dissatisfaction persists, you have the option to contact The Property Ombudsman for an independent review. Ensure to submit your complaint, along with any supporting evidence, within 12 months of receiving our final viewpoint letter.
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
Phone: 01722 333 306
Website: www.tpos.co.uk
We appreciate your cooperation in this process, as it allows us to continually improve our services
