Internal Complaint Procedure

Internal Complaint Procedure

Here at Hayling Property we are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below. Your Complaint should be sent to Julia Jordan, Director, Hayling Property, 16 Mengham Road, Hayling Island PO11 9BL. Email: office@haylingproperty.co.uk

What will happen next?

• We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. We will review your file and speak to any members of our team who were involved. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. Should you wish to escalate to this stage then please write to Ruth Wilson, Director, Hayling Property, 19 Mengham Road, Hayling Island PO11 9BL. Email: ruth@haylingproperty.co.uk
• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

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:

The Property Ombudsman, Milford House, 45-53 Milford Street, Salisbury SP1 2BP
www.tpos.co.uk

NB. You have a maximum time of 12 months in which to refer your complaint to the Property Ombudsman.