Our Complaints Procedure

As a Potent Property Partners Ltd client, you can expect a first-class service from us, and we aim to provide it. We have high standards, but if you believe we have made a mistake, please get in touch with us as soon as possible and we will do everything we can to put it right.

We are also subject to the rules of The Property Ombudsman and if something is wrong with any aspect of our Estate Agency service, we need you to tell us about. In general terms this gives Clients’ who are unable to resolve a complaint against us, the right to have this reviewed by an independent body – The Property Ombudsman Scheme.

We hope that our complaints procedure will resolve any complaint without the need for you to contact The Property Ombudsman Scheme. Please note that the Ombudsman will not investigate your complaint before you have completed our complaints procedure and received a
letter or email from us giving our ‘Final Viewpoint’.

Below are the steps in our complaint’s procedure. At every stage we promise to listen, to do everything we can to resolve the problem and to make sure you are happy with the way we do it.

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Our Complaints Procedure

If you have a problem relating to the service you have received, please discuss this at the earliest opportunity with one of our members of staff.

Our aim is to deal with the problem sympathetically, fairly and quickly.

The following senior manager has been appointed in our office to deal with complaints, and you should not hesitate to contact the person shown below:

Name: Daniel Clarke
Email: daniel@potentproperty.co.uk  

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Complaint Process

Step One: Initial Complaint

Where your complaint is initially made verbally, you will be requested to send a written summary of your complaint to the person dealing with it; this is necessary to assist with the matter being investigated within the company.

A letter of acknowledgement will be sent to you within 3 working days. It will outline our understanding of your complaint and offer you the opportunity of having a meeting with the person dealing with your complaint, at a mutually acceptable time, day and location. You may also be asked for additional information for a full and thorough investigation to be undertaken to assist in resolving the matter.

Step Two: Outcome Letter

In all but exceptional cases, the appointed Senior Managers will fully investigate your complaint and a formal written outcome of the investigation will be sent to you within 15 working days of receipt of the original written complaint. You will be asked to inform us in writing if you are happy with the outcome.

If you are not happy with the outcome, you can request in writing that your case be reviewed internally by another Senior Manager. This review will be thorough and a ‘Final View Point Letter’ will be sent to you within 5 working days of receipt of your request for the review.

Step Three: Final Viewpoint Letter 

If you request an internal review of the outcome of the investigation into your complaint, a receipt 
of the appeal letter will be sent within 3 business days and will provide details of the person handling the appeal.

This review will be thorough and a ‘Final View Point Letter’ will be sent to you within 5 working days of receipt of your request for the review. You will be asked to inform us in writing if you are happy with the outcome.

Step Four: The Property Ombudsman

After you have received the Final Review Point Letter from the nominated Senior Manager, you may approach The Property Ombudsman if you are still not satisfied with the response given.

Details of how to do this are contained within the ‘final viewpoint’ letter.

Please note that you must contact The Property Ombudsman within 12 months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.

You are, however, entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaint’s procedure within 8 weeks from the date we receive your written notification.

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The Property Ombudsman

We will cooperate fully with the Ombudsman in any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm agrees to pay promptly any fees levied by the Ombudsman.
 
You may file a complaint with The Property Ombudsman via the following link:
https://selfserve.tpos.co.uk/
 
Alternatively, you can write to: The Property Ombudsman Ltd, Milford House, 43-55 Milford Street. Salisbury, Miltshire, SP1 2BP

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Or call The Property Ombudsman's complaints handling department on 01722 333 306 or by emailing  admin@tpos.co.uk

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The Property Ombudsman's website is www.tpos.co.uk