Complaints Handling Procedure
TPR Property Solutions aims to provide the highest standard of service to all clients, with professionalism and transparency. Should there be a situation where a client wishes to raise a formal complaint then we have a process in place for assessing complaints about our service, appropriate to our firm’s size and structure.
Currently, there is no single statutory code that governs property search agents in England Wales. Guidance is currently a combination of:
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The Property Ombudsman Codes of Practice, including the Residential Buying Agents and Residential Estate Agents Codes, which are approved by the Chartered Trading Standards Institute and set standards on transparency, conflicts of interest, handling offers, complaints, and client care;
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Membership rules of professional bodies such as Royal Institution of Chartered Surveyors or Propertymark;
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Statutory obligations under legislation such as the Estate Agents Act 1979, the Consumer Protection from Unfair Trading Regulations 2008 (and related consumer protection law), and anti-money laundering regulations.
TPR Property Solutions Complaints Handling Procedure is a two-stage process involving an initial in-house investigation followed by escalation to an independent redress scheme.
Stage 1: Formal In-House Resolution
Once a formal complaint has been raised, TPR Property Solutions asks that the complaint is made in writing, setting out any concerns you may have with reference to any related documents; Terms of Business etc, and sent to:
Mr T. Page-Ratcliff
Long Meadow House
Waldron
Heathfield
East Sussex
TN21 0RP
The grievance letter will be acknowledged within 3 days, investigated internally and a reply sent back to you within 15 working days of receipt of the original letter.
Stage 2: Independent Redress
If you remain dissatisfied with the way TPR Property Solutions have handled the complaint and the complaint remains unresolved within 8 weeks, the dispute can be escalated. We will ask for the complaint to be referred to The Property Ombudsman:
The Property Ombudsman (TPO) Limited
Milford House
43 – 55 Milford Street
Salisbury
Wiltshire
SP1 2BP
(01722) 333306
The Property Ombudsman will consider the complaint, taking into account any points made by you and TPR Property Solutions. The Ombudsman may, however, refuse to investigate a complaint when your issue refers to something that happened more than 12 months before you complained in writing to the Member Agency, or you referred your complaint to the Ombudsman more than six months after you received the Member Agency’s final offer of settlement or answer.
The Ombudsman’s Office may try to settle the dispute by agreement between you and TPR Property Solutions. If this is unsuccessful, the Ombudsman will consider all the relevant factors and make a decision according to what he believes to be fair in all the circumstances.
The Ombudsman will send his decision to you and TPR Property Solutions. You can accept or reject the decision.
We are also members of Propertymark, if you wish to contact them, then please use the details below:
01926 496 791 | complaints@propertymark.co.uk | propertymark.co.uk/professional-standards/complaints