Positive Property Management 

IN-HOUSE COMPLAINTS PROCEDURE

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).

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 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 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.

WE ARE MEMBERS OF PROPERTYMARK

If you feel your complaint has not been satisfactorily  dealt with by ourselves and the redress scheme, you  can send your complaint to Propertymark. Go to the Propertymark website to download a complaint form. Propertymark investigate complaints against their  members where there is evidence an agent has  breached their Conduct and Membership Rules.  Examples of this include, but are not limited to, misuse  of client money, failure to uphold high standards of  ethical and professional practice, and failure to  answer correspondence.  01926 496 791 | complaints@propertymark.co.uk propertymark.co.uk/professional-standards/complaints

INSURANCE COMPLAINTS

If you have a complaint relating to insurance, these will  be dealt with separately to ensure we are complying  with regulation rules. Any insurance-related matters will  be acknowledged within five working days and issues  can be reported by phone, in writing by post, by email,  or you can pop into your local branch and talk to one  of advisors. 

Please allow up to eight weeks for us to issue a final  response, however we will aim to get back to you much  sooner than this. If we are unable to respond fully within  four weeks of receiving your complaint, we will update  you on our reasons for this. Following our final response,  if you are unhappy with the outcome, you can refer the  matter to the Financial Ombudsman Service: 

Financial Ombudsman Service Exchange, Tower Harbour Exchange Square London, E14 9SR 08000 234 567 

complaint.info@financial-ombudsman.org.uk

financialombudsman.org.uk 

Please note: if you are looking to refer a complaint to  the Financial Ombudsman Service, you will need to  have followed our complaints procedure first, and then  passed the matter to the Ombudsman within six months  of receiving our final response