Complaint Handling

If you have a complaint, the procedure which we will follow in dealing with that complaint is indicated below.

A person has been appointed in each Department to deal with complaints and you should not hesitate to contact the relevant person. Details are set out below:

Department	First Point of Contact Complaints in Respect of the Respective Department / Person	Designated Complaints’ Handler Complaints in Respect of the Head of Department
Administration	Nicholas Rudge, Director Beccles Office, 10 New Market, Beccles, Suffolk NR34 9HA Tel: 01502 712122	Dominic Parravani, Managing Director Southwold Office, 98 High Street, Southwold, Suffolk IP18 6DP Tel: 01502 723292
Residential	Dominic Parravani, Managing Director Southwold Office, 98 High Street, Southwold, Suffolk IP18 6DP Tel: 01502 723292	Dominic Parravani, Managing Director Southwold Office, 98 High Street, Southwold, Suffolk IP18 6DP Tel: 01502 723292
Auctions	Nicholas Rudge, Director Beccles Office, 10 New Market, Beccles, Suffolk NR34 9HA Tel: 01502 712122	Dominic Parravani, Managing Director Southwold Office, 98 High Street, Southwold, Suffolk IP18 6DP Tel: 01502 723292
Facilities Management	Richard Prentice, Director Diss Office, Pump Hill House, 2b Market Hill, Diss, Norfolk IP22 4WH Tel: 01379 642233	Dominic Parravani, Managing Director Southwold Office, 98 High Street, Southwold, Suffolk IP18 6DP Tel: 01502 723292
Professional	Nick Durrant, Director Harleston Office, 32-34 Thoroughfare, Harleston, Norfolk IP20 9AU Tel: 01379 852217	Dominic Parravani, Managing Director Southwold Office, 98 High Street, Southwold, Suffolk IP18 6DP Tel: 01502 723292
Building Consultancy	Trevor Musk, Director Diss Office, Pump Hill House, 2b Market Hill, Diss, Norfolk IP22 4WH Tel: 01379 646603	Dominic Parravani, Managing Director Southwold Office, 98 High Street, Southwold, Suffolk IP18 6DP Tel: 01502 723292

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. 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).

Where your complaint is initially made orally, you will be requested to send a written summary of your complaint to the relevant person as indicated above.

What will happen next?

• We will send you a letter acknowledging receipt of your 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 the office manager 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 a 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 333306

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.

If you are dissatisfied with any aspect of our handling of your complaint, you should contact the Board of Directors via Durrants, 10 New Market, Beccles, NR34 9HA. They will personally conduct a separate review of your complaint and contact you within seven days to inform you of the conclusion of this review.

If you remain dissatisfied with any aspect of our handling of your complaint, then please refer your complaint to the relevant redress scheme detailed below.

We agree to the referral of your complaint in matters of Estate Agency and Lettings to:-