Complaints procedure

At Greenways Property, we strive to provide high-quality service to all our clients. However, we understand that sometimes, despite our best efforts, things can go wrong. In such cases, we encourage clients to bring their complaints to our attention so that we can address them promptly and effectively. This complaints procedure is designed to provide clear guidance on how to do this.

Step 1: Contact your estate agent

In the first instance, we encourage clients to raise any concerns or complaints with their estate agent. This can be done via email or telephone. Your estate agent will listen to your complaint and try to resolve it immediately if possible. If this is not possible, they will escalate the matter to their manager for further investigation.

Step 2: Complaint investigation

If your estate agent is unable to resolve your complaint, it will be escalated to their manager, who will conduct a thorough investigation. The manager will aim to complete the investigation within ten working days and will keep you informed of their progress.

Step 3: Formal complaint

If you are not satisfied with the outcome of the investigation or the proposed solution, you can escalate your complaint to our formal complaints procedure by contacting our complaints department via email or letter. Your complaint will be acknowledged within three working days, and a formal investigation will be launched. The complaints department will aim to complete this investigation within 28 working days.

Step 4: Complaint resolution

Once the investigation is complete, we will provide you with a detailed report outlining our findings and any proposed solutions. If you are satisfied with our response, we will consider the matter resolved. If you are not satisfied, we will work with you to find an acceptable resolution.

Step 5: Further escalation

If you are still not satisfied with the outcome of our complaints procedure, you can escalate your complaint to The Property Ombudsman, an independent redress scheme.

The Property Ombudsman Ltd
Milford House, 43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk

It is important to note that you, the complainant, have 12 months to refer the complaint to the Ombudsman from the date of our final viewpoint letter.

Conclusion:

At our estate agency, we take complaints seriously, and we are committed to resolving them promptly and fairly. We hope that this procedure provides you with the confidence that your concerns will be heard and addressed appropriately.