Complaints Procedure

Procedure

Step 1: Raise the Issue Informally

In the first instance, please raise your concern with the member of staff you have been dealing with. They will try to resolve the matter promptly and informally.

Step 2: Make a Formal Complaint (in writing)

If the issue is not resolved informally, please put your complaint in writing to:

Stephen Hibbert (Partner)
Steven Oates
70 Fore Street
Hertford
Hertfordshire
SG14 1BY

Email: hertford@stevenoates.com

Your written complaint should include:

• A clear description of the issue
• Key dates and any supporting documentation
• What outcome you are seeking

Step 3: Acknowledgement and Investigation

• We will acknowledge receipt of your complaint within 3 working days.
• Your complaint will be fully investigated, and a formal written response will be provided within 15 working days of the acknowledgement.
• If the complaint is complex or requires more time, we will inform you of the delay and update you regularly.

Step 4: Final Review

If you're not satisfied with our response, you can request a final internal review. This will be carried out by a senior manager or director who has not previously been involved in your complaint. A final viewpoint letter will be issued within 15 working days.

Step 5: Escalation to an Independent Redress Scheme

If you remain dissatisfied after receiving our final response, you can refer the complaint to our independent redress scheme:

The Property Ombudsman 

You must refer your complaint within 12 months of receiving our final viewpoint letter.

Contact details:

The Property Ombudsman
Website: www.tpos.co.uk
Phone: 01722 333306
Email: admin@tpos.co.uk