Independent Estate Agents
15:33 Wednesday 23 January

Complaints Handling Procedure

 

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

  • a clear, detailed description of what or who your complaint is about
  • copies of any letters or emails related to the complaint
  • 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 manager at:
Complaints Manager
Williams Harlow
31 High Street
Banstead
SM7 2NH

 

The complaints manager will forward your complaint on to the relevant team leader 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.

 

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 3 stages:
  • Stage 1 – complaints go to the team leader of the individual or team that your complaint references. The team leader will investigate, with a target of responding to your complaint within 20 working days.
  • Stage 2 – complaints are investigated by the manager/director responsible for the team that your complaint references. They will investigate with a target of responding to your complaint within 20 working days.
  • Stage 3 – complaints are investigated by the managing director who is independent of the individual or team that your complaint references. They will investigate with a target of responding to your complaint within 20 working days.
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    What to do if you’re not satisfied
    At each stage of our complaints process, you will be provided with the information to escalate your complaint if you are unhappy with the response that you receive. If, after following the 3 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