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.
We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.
In the first instance, complaints should be made in writing to:
Office Manager
Sally Botham Estates
27 Bank Road
Matlock
DE4 3NF
What will happen next?
- We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
- Your complaint will be acknowledged within three working days and hopefully rectified to your satisfaction. Complaints which cannot be rectified will be investigated and you will receive a formal response within fifteen working days.
- If, at this stage, you are still not satisfied, you should contact us again, writing to the Directors (address below). We will arrange for a separate review to take place by a senior member of staff.
The Directors
Sally Botham Estates
27 Bank Road
Matlock
DE4 3NF
- If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge (address below).
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
You can also contact The Property Ombudsman via the following:
Phone: 01722 333 306
Email: admin@tpos.co.uk
Website; 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.
