In-House Complaints Procedure
We are committed to providing a professional service to all our clients and customers across Eastleigh, Bitterne, West End, and Fair Oak. When something goes wrong, we need you to tell us about it so we can resolve it promptly and improve our standards.
How To Make A Complaint
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 complaint within eight weeks, you may be able to refer your complaint to The Property Ombudsman to consider without our final viewpoint on the matter.)
Written complaints should be addressed to:
The Directors, Stanford Estate Agents Limited, 23 High Street, Eastleigh, Hampshire, SO50 5LF
Or via email: nick@stanfordestateagents.co.uk | Tel: 02380 647272
Stage 1 — Written Acknowledgement (Within 3 Working Days)
We will send you a letter or email acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
Stage 2 — Office Manager Investigation (Within 15 Working Days)
We will then thoroughly 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.
Stage 3 — Senior Director Review & Final Viewpoint (Within 15 Working Days)
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 Director / Co-Owner. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
Stage 4 — Independent Review by The Property Ombudsman (TPO)
If you remain dissatisfied after receiving our final viewpoint letter, 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
Telephone: 01722 333 306
Website: www.tpos.co.uk
Please Note:
• 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.