Complaints Procedure

Richard Greener Estate Agents and Greener Rentals & Property Management Complaints Procedure
It is important to all at Richard Greener that we provide a high quality service to our customers and in the vast majority of cases this is what we achieve. It is however inevitable that on occasions something will go wrong and that a customer may wish to complain. In such instances we would be grateful if customers would adopt the following procedure in order to speedily resolve the problem:-
Initial Complaint
We would advise customers to raise any initial concerns with the individual member of staff who has responsibility for handling your property. This person will expect to hear from you if you are unhappy and will aim to resolve your complaint on the same day. Whilst we would like to hear from you by telephone, you may decide that you wish to write to us either by email or by hard copy. If this happens we will acknowledge receipt of your complaint within three working days and we will respond to the complaint with a formal written outcome of your investigation within 15 working days.
The Next Step
If an immediate solution cannot be achieved because further investigation is necessary we will let you know that the matter has been passed to a senior member of staff. In these circumstances we would prefer for your complaint to be in writing with a detailed narrative of your concerns.
Complaint Resolution
When a matter is handed to a senior member of staff this will be either a Director of the company in the case of Richard Greener Estate Agents or will be a Partner in the case of Greener Rentals & Property Management. In normal circumstances we would expect our investigations to be completed within five working days however in exceptional circumstances, such as the absence of a Director on annual leave or the absence of a staff member involved in the investigation, we will contact you to let you know the timescale in which the complaint can be resolved
Further Action
If at the end of the process you still remain dissatisfied with the outcome you have the right to take your complaint to The Property Ombudsman, Registered Office Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2PB. Email admin@tpos.co.uk Telephone 01722333306 They will consider your complaint totally impartially and we are bound by their decision however, we do hope that you complaint will have been resolved much earlier and you do not find it necessary to take further action. A consumer may make a complaint to TPOS any time within 12 months.