Complaints Procedure

As much as we plan carefully, not everything always goes as it should. If you have experienced a problem, we would like to hear from you. Please let our management team know about the issues you are experiencing so we can look into them and do our utmost to find a satisfactory solution before following the formal procedure below.

You can contact the management team directly at steve@thecommercialpropertyexperts.co.uk.

Our complaints procedure

1. Please raise your complaint with the Commercial Property Expert responsible for your property transaction.
2. If your Commercial Property Expert cannot resolve the issue, please put your complaint in writing addressed to the Management Team at dg_gmanea@thepropertyexperts.co.uk.
3. We will acknowledge receipt of your complaint in writing within 3 working days and begin a full investigation.
4. In line with Ombudsman guidelines, a full written outcome will be sent to you within 15 working days.
5. If you are not satisfied with the outcome, you can write to the Managing Director, Steve Bell. In line with Ombudsman guidelines, the Managing Director will respond with a statement of the final view of the matter within 15 working days.
6. If you are still not satisfied, you can raise your complaint with The Property Ombudsman. The Ombudsman will request that you have exhausted the internal complaints procedure before contacting them.

The Property Ombudsman

www.tpos.co.uk
admin@tpos.co.uk
Tel: 01722 333 306

Important notes

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house procedure before being submitted for independent review.

If you are still not satisfied after the last stage of the in-house complaint procedure — or more than 8 weeks has elapsed since the complaint was first made — you can request an independent review from The Property Ombudsman without charge.

When you raise a complaint with the Ombudsman, they will write to us requesting our property file and our account of events. A case officer will then undertake a formal review of your complaint based on the documents from both sides.