We are committed to providing you with the highest
level of service possible, but sometimes, things can go
wrong. By letting us know when you have a problem,
we can work with you to understand what’s happened
and put it right. This easy-to-use guide tells you how
to make us aware of your views so that we can
address any concerns you may have, quickly and
professionally.
HOW DO I REPORT A COMPLAINT?
The first thing you need to do is contact us and let us
know what part of our service you are unhappy with.
You can report your concerns to us by phone, in writing
by post, or you can send us an email.
We will aim to resolve any issues immediately,
however if this is not possible then your concerns will
be escalated to a manager who will investigate the
matter.
Mr Robert Lewis FNAEA MALRA
Balmforth Estate Agents
22-26 High Street
Mildenhall
Suffolk
IP28 7EQ
Phone: 01638 711171
Email: [email protected]
WHAT HAPPENS NEXT?
When we receive your complaint, we will:
• Send you a written acknowledgement within three
working days which will outline who is responsible
for investigating the issues raised.
• Collate as much information as possible and liaise
with the various departments involved to establish
all the facts.
• Send a detailed response within fifteen working
days, informing you of the outcome and ask if thesuggested resolution is satisfactory. If we need
more time to resolve your concerns however, you
will receive a written explanation for the delay.
All complaints are kept confidential and will be dealt
with in a fair and unbiased way. If we do not hear from
you within eight weeks of our response, we will
assume the matter has been resolved and the
complaint will be closed.
Should you have concerns in the meantime however,
please contact the member of staff whose name
appears on the letter of acknowledgement.
STILL NOT HAPPY?
After receiving our response, if you feel your complaint
has not been fully addressed, please let us know and we will aim to resolve the matter for you.
Your concerns will be acknowledged within three working days of receipt and your complaint will be
passed to an alternative, more senior member of staff for consideration.
Where possible, a final response will then be issued within fifteen working days. If we are unable
to respond to you within this timescale, we will contact you to let you know when we anticipate a
resolution, and inform you of your right to appeal to a third party.
If you are still not satisfied with the outcome, we would advise that you contact our independent
redress scheme.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Phone: 01722 333 306
Email: [email protected]
Website: www.tpos.co.uk
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of
our final viewpoint, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house
complaints procedure, before being submitted for an independent review.
CONTACT PROPETRYMARK
WE ARE MEMBERS OF PROPERTYMARK
If you feel your complaint has not been satisfactorily dealt with by ourselves and the redress
scheme, you can send your complaint to Propertymark. Go to the Propertymark website to download a
complaint form.
Propertymark investigate complaints against their members where there is evidence an
agent has breached their Conduct and Membership Rules. Examples of this include, but are not
limited to, misuse of client money, failure to uphold high standards of ethical and professional
practice, and failure to answer correspondence.
01926 496 791 | [email protected] propertymark.co.uk/professional-standards/complaints
PROPERTYMARK PROTECTION
Look for the logos that mean your money is protected, ensures complaints are dealt with and
guarantees agents are independently regulated.
propertymark.co.uk/find-an-expert
