COMPLAINTS HANDLING PROCEDURE

This is the procedure we have laid down for the handling of clients’ complaints as defined in the RICS. 

The property ombudsman (TPO) – Code of Practice for Residential Estate Agents.

If you have a complaint, this note sets out the procedure which we will follow in dealing with the 

matter.

STAGE 1

We have appointed Mr J Roberts, MNAEA (Director) to deal with any complaint. If you have a 

question or if you would like to make a formal complaint then please do not hesitate to contact him.

If you have initially made your complaint verbally, whether face to face or over the telephone, please 

also submit it in writing, addressed to J Roberts, at 1 Church Street, Houghton le Spring, DH4 4DN. This 

is to ensure that we fully understand exactly what your complaint is and have a written record of it 

and we will acknowledge receipt within three working days.

The first stage of our Complaints Handling Procedure will involve full consideration of your complaint 

by J Roberts on behalf of the firm. We will try to resolve the complaint to your satisfaction. If you are 

happy with the outcome of J Roberts’ investigation into your complaint, the matter will conclude.

We will consider your complaint as quickly as possible, and provide you with a full response, or if that 

is not possible, an update of what is happening with your complaint, within 15 working days.

STAGE 2

If you are dissatisfied with the response from Mr J Roberts, and your complaint remains unresolved, 

the matter will then be referred to Mr D Kimmitt (Director), who will be asked to review the case, and 

Mr J Roberts’ response. He will attempt to resolve your complaint. If you are happy with the outcome 

of Mr D Kimmitt’s investigation into your complaint, the matter will conclude.



Mr D Kimmitt will consider your complaint as quickly as possible, and provide you with a full response, 

or if that is not possible, an update of what is happening with your complaint, within 15 working days. (If it has been 8 weeks since you wrote to ourselves, and we have not responded or resolved your complaint, then you can raise this directly with The Property Ombudsman).

STAGE 3

If however we cannot agree on how to resolve the complaint then you will have the opportunity to 

take this to the final stage of our Complaints Handling Procedure, which is: -

Consumer Redress Scheme – The Property Ombudsman, Milford House, 43-45 Milford Street, 

Salisbury, Wiltshire, SP1 2BP – Telephone Number – 0172233306

We hope this information is of assistance and if you wish to discuss any points please do not hesitate to make contact.