Alexander Seymour in-house complaints procedure
Our Commitment to You
At Alexander Seymour, we’re committed to providing a professional service to all our clients and customers. We strive for excellence, but we understand that sometimes things don’t go as planned. When something goes wrong, we need you to tell us. Your feedback is invaluable and helps us continuously improve our service.
We also believe in fair access for everyone. Where appropriate, we will make reasonable adjustments for clients who might be disadvantaged due to factors such as age, infirmity, disability, lack of knowledge, language or numeracy challenges, economic circumstances, bereavement, or if English is not their first language.
How to Make a Complaint
If you have a complaint, please submit it to us in writing. Include as much detail as possible to help us understand and address your concerns effectively.
Once we receive your written complaint, we will respond in line with the timeframes outlined below. Please note: if you feel we haven’t addressed your complaint within eight weeks, you may be able to refer your complaint to The Property Ombudsman for independent consideration, even without our final viewpoint on the matter.
What Happens Next?
Here’s what you can expect once you’ve submitted your complaint:
- Acknowledgement: We will send you a written acknowledgement of your complaint within three working days of receiving it. This will include a copy of this complaints procedure for your reference.
- Investigation: Your complaint will then be thoroughly investigated, usually by the office manager. They will review your file and speak with any staff members involved. A formal written outcome of our investigation will be sent to you within 15 working days of receiving your original complaint.
- Further Review (If Needed): If you’re not satisfied with the outcome at this stage, please contact us again. We will arrange for a separate, independent review by a senior member of our team.
- Final Viewpoint: We will provide you with our final viewpoint on the matter in writing within 15 working days of receiving your request for a review.
- Independent Review: If you’re still not satisfied with our final viewpoint, or if more than eight weeks have passed since you first made your complaint, you can request a free independent review from The Property Ombudsman.
The Property Ombudsman Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP 01722 333 306 [email protected] www.tpos.co.uk
Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , 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