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Grant’s of Derbyshire Estate Agents

COMPLAINTS PROCEDURE

Residential Sales & Lettings – Making a complaint.

Grant’s of Derbyshire are members of The Property Ombudsman Service (TPOS), The National Association of Estate Agents (NAEA) and The Guild of Professional Estate Agents. We aim to provide the highest standards of service to all our customers.

Stage One – Please make contact with us as soon as possible.

All complaints should, in the first instance, be directed to Mr Shaun Grant (Director). He will endeavour to resolve your complaint as soon as possible, otherwise no later than three working days from when we have received notification of the complaint.

You can contact Shaun Grant at:

Grants of Derbyshire
6 Market Place
Wirksworth
Derbyshire
DE4 4ET
(01629 823008)
Or email shaun@grantsofderbyshire.co.uk

We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by Shaun Grant who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by another senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd

Milford House

43-45 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722 333 306

www.tpos.co.uk

Please note the following:

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.