At Hootons, we strive to provide the highest level of service to all our clients. However, we acknowledge that sometimes things may not go as expected. If you are dissatisfied with any aspect of our service, this document outlines our Complaints Handling Procedure to ensure that your concerns are dealt with swiftly and fairly.
We recommend raising any concerns with the member of staff you have been dealing with in the first instance. Many issues can often be resolved quickly through open communication. Please contact us by phone, email or post and provide full details of the problem.
Contact Details:
We aim to resolve informal complaints within 5 working days.
If the issue cannot be resolved informally or you remain dissatisfied, you can escalate the complaint formally. Please write to our designated Complaints Officer at the contact details below, providing a detailed explanation of your complaint and any supporting documentation.
Complaints Officer Contact Details:
Upon receipt of your formal complaint, we will:
If after following the above steps you remain dissatisfied with our final response, you can refer the matter to The Property Ombudsman. We are members of The Property Ombudsman Scheme (TPO), an independent service that provides free and impartial redress. You must submit your complaint to The Property Ombudsman within 12 months of our final response.
The Property Ombudsman Contact Details:
You can also contact Propertymark, of which we are accredited members, for advice on your complaint. Propertymark ensures all its members adhere to professional standards.
https://www.propertymark.co.uk/professional-standards/rules.html
Propertymark Contact Details: