Richard James Estate Agents are a registered agent with The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these can be resolved at branch level through making our excellent managers aware of any concerns or problems when they arise.
Stage One – Branch Manager
All complaints should, in the first instance, be directed to the Manager of the Branch you have been dealing with. He or she will endeavour to acknowledge your complaint within 3 working days and a full response will be sent within 15 working days of receipt.
Stage Two – Managing Director
If you remain dissatisfied, you may then further your complaint, which must be in writing to the Managing Director. You must write to them within one month of receiving the Branch response. The Branch Manager can supply you with the details of the Managing Director. A full written response will be sent within 14 working days.
Stage Three – The Property Ombudsman
After you have received a response from the Managing Director, you may approach the Ombudsman if you are not satisfied with the response given.
If you are still not satisfied after the last stage of the in-house complaint procedure (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.
You can get in touch with the ombudsman by post, phone or website:
The Property Ombudsman Ltd
43-55 Milford Street
01722 333 306
Please note that you must do this within 12 months of your final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.