Complaints Procedure

Complaints Procedure

We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.

If you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.

Stage 1 – Your Complaint

Please put your complaint in writing either by letter or email and address it to Shannon Morris, Sales Progressor. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence:

Shannon Morris
Suite M.03
Department Leeds Dock
4 The Boulevard
Leeds
LS10 1PZ
Email: shannon.morris@ereproperty.com

Stage 2 – Our Acknowledgement

Your complaint will be acknowledged, and we will start our in-house complaints process within 3 working days of receiving your complaint.

Stage 3 – Our Investigation

Your complaint will be investigated and Helen Bracewell, Head of Operations – will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate within 15 Working days of receiving your complaint.

Stage 4 – Final viewpoint

If you remain dissatisfied your complaint will be investigated by Helen Mercer-Jones, Managing Director. The findings of this review and the final viewpoint will be issued within 8 weeks of the receipt of the complaint.

Stage 5 – The Property Ombudsman

Should you remain dissatisfied after receiving our final viewpoint letter you can refer your complaint to the Ombudsman:

The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL
www.tpos.co.uk
admin@tpos.co.uk

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