Our goal is to deliver excellent service and ensure your complete satisfaction. However, if you feel that our service has not met your expectations and you wish to raise a complaint, we encourage you to first contact the representative you’ve been dealing with directly and explain your concerns.
If you’re not satisfied with the response or how your complaint has been handled, you can escalate the matter by submitting a written complaint to:
Conor Anderson
4 Ratby Rd, Groby
Leicester
LE6 0GG
Or via email: conor@andersonbriggs.co.uk
To help us address your concerns efficiently, please include the following details and supporting information, if applicable:
A summary of your complaint, highlighting how we failed to meet our service standards
Your expectations for resolving the issue
Any other relevant details that could help us investigate, including but not limited to:
Names of the staff members involved and the branch related to the complaint
The date(s) and time(s) of the incident(s)
Contact details used (phone number, address, etc.) and any written communications connected to your complaint
Any additional documents that support your case
Once we receive your complaint, we will carry out a full investigation and provide an appropriate response. Our process for handling complaints follows these timelines:
You will receive a confirmation of receipt of your complaint within 3 working days.
A full response will be issued within 15 working days of the acknowledgment.
If we are unable to resolve the issue within the 15-day window, we will explain the reason for the delay and provide an updated timeline for when you can expect a complete response.
After our final written response, if we consider the matter closed, we reserve the right not to engage in further correspondence on the issue.
If you remain dissatisfied after completing our complaints procedure, you have the option to refer your complaint to The Property Ombudsman (TPO) for further investigation.
Before contacting The Property Ombudsman, please ensure that:
The Property Ombudsman is an independent, government-approved body that helps resolve disputes between consumers and its members. It is free of charge for complainants. You can find further information and guidance on the TPO’s website: https://www.tpos.co.uk
To submit a complaint to the Property Ombudsman, you can contact them directly or visit their website to fill out a Complaints Form.
The Property Ombudsman contact details:
The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
T: 01722 333306
E: admin@tpos.co.uk
W: https://www.tpos.co.uk