Ombudsman and Propertymark

You’re in safe hands.

 I am pleased to confirm that Collins Independent Estate Agent is a member of The Property Ombudsman Scheme. The scheme is backed by the Office of Fair Trading and is a free and impartial service that resolves disputes between consumers and agents fairly. Legally agents have to join one of the available redress schemes.

I have joined both.

For total peace of mind

I am also a member of the National Association of Estate Agents which provides a further level of reassurance for clients.

The NAEA Propertymark ensures maximum protection for clients offering client money protection, Professional Indemnity insurance, membership of an independent redress scheme and being subject to Propertymark conduct membership rules and disciplinary procedures.

IN HOUSE COMPLAINTS PROCEDURES

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

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 complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

• We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

• We will then 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.

• 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 member of staff.

• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306 or admin@tpos.co.uk or www.tpos.co.uk

Please note the following:
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.