Independent Estate Agents
20:58 Sunday 21 July

Complaints Handling Procedure

If you want to make a formal complaint about Williams Harlow, we will need

  • 1) A clear, detailed description of what or who your complaint is about
  • 2) Copies of any letters or emails related to the complaint
  • 3) Your email address or postal address (so we can reply)

How to make your complaint

If you want to speak to someone about a complaint, you can call our head office line on 01737 370022, where we will try to resolve the issue if we can. We are open 9am to 6pm, Monday to Friday, 9am to 5pm Saturday and 10am to 2pm on Sundays.

If you prefer to put your complaint in writing, you can write to our Complaints Handler at:

 

Complaints Handler

Williams Harlow

31 High Street

Banstead

SM7 2NH

 

The Complaints Handler will forward your complaint on to the relevant department manager to begin the investigation.

Please note that it is advisable to place detailed complaints in writing, where possible, to ensure your concerns are comprehensively covered.

Further note that the Complaints Handler is only responsible for forwarding the complaint to the relevant department.

 

What happens next

When you’ve made your complaint, we will send an email to let you know that we’ve received it (as long as you’ve provided a valid email address).

Our complaints process has 2 stages:

  • Stage 1 – complaints go to the department manager of the individual or department that your complaint references. The department manager will investigate, with a target of responding to your complaint within 20 working days.
  • Stage 2 – complaints are investigated by the Managing Director of Williams Harlow. He will investigate with a target of responding to your complaint within 20 working days.

 

What to do if you’re not satisfied

If, after following the 2 stages of our complaints process, you are not satisfied with the outcome of your formal complaint, you can refer it to the Property Ombudsman. The ombudsman investigates complaints where consumers feel that property companies have not acted properly or fairly, or have provided a poor service.

 

Appealing against a decision by the ombudsman

If the Ombudsman does not find in your favour they will write to you in the first instance. You will be given 28 days in which to appeal if you can show that there is a significant error in fact or where you can produce significant new evidence that will have a material effect on the decision. For more information please visit tpos.co.uk