Complaints Procedure

Residential Estate Agency – Making a complaint

At Richard James we strive to make the process of buying, selling, letting or renting a property the easiest and most streamline as possible. These transactions are sometimes very complicated and problems can arise. If an issue is identified we will always take swift action to make sure that it is seamlessly resolved in the shortest possible timeframe. Sometimes we cannot detect problems that our clients have but by contacting us beforehand we will work with you to resolve any type of issue or concern.

We have included simple feedback forms at the bottom of both the sales complains and lettings complaints sections so you can contact us immediately if a problem or concern about any type of transaction occurs. This will be handled discretely by the relevant personnel to ensure swift action.

Richard James Estate Agents are a registered agent with The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these can be resolved at branch level through making our excellent managers aware of any concerns or problems when they arise.

Stage One – Branch Manager

All complaints should, in the first instance, be directed to the Manager of the Branch you have been dealing with. He or she will endeavour to acknowledge your complaint within 3 working days and a full response will be sent within 15 working days of receipt.

Stage Two – Managing Director

If you remain dissatisfied, you may then further your complaint, which must be in writing to the Managing Director. You must write to them within one month of receiving the Branch response. The Branch Manager can supply you with the details of the Managing Director. They will endeavour to acknowledge your complaint within 3 working days and a full written response will be sent within 14 working days.

Stage Three – The Property Ombudsman

After you have received a response from the Managing Director, you may approach the Ombudsman if you are not satisfied with the response given. You can get in touch with the ombudsman by post, phone or website:

The Property Ombudsman Ltd
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

01722 333 306
www.tpos.co.uk

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

Agree to our privacy policy

As a member of the Association of Residential Letting Agents (ARLA), and The Property Ombudsman (TPO) Scheme, we aim to provide the highest standard of service to all landlords and tenants, in line with their Codes of Practice. One of the requirements of our membership is that we have a process for assessing complaints about our service, appropriate to our firm’s size and structure.

All branch staff will deal with the normal day to day problems on a one to one basis, but once a formal complaint as such has been raised, ‘ie I am not satisfied with the standard of your work/conduct/behaviour etc and I wish to make a formal complaint’, then at that stage you will be requested to put your complaint in writing, setting out your concerns by reference to any related documents – terms of business, tenancy agreement, inventory etc, and send to:

Lettings Administration Manager
Richard James
Gemini House
Hargreaves Road
Swindon
SN25 5AZ

The grievance letter will be acknowledged within 5 days, investigated in accordance with established ‘in-house procedures’ and a reply sent to you within 15 days of receipt of the original letter.

You will be invited to make any comments that you may have in relation to this response.

Subsequently, if you remain dissatisfied with the way we have handled your complaint please write again to:

Lettings Complaints Department –
Richard James
Gemini House
Hargreaves Road
Swindon
SN25 5AZ

Finally, having exhausted our in-house procedures, if you are still not satisfied with our response, you may refer your complaint to:

Regulation Department
National Federation of Property Professionals
Arbon House
6 Tournament Court
Edgehill Drive
Warwick
CV34 6LG
(www.arla.co.uk)

who will arrange for your complaint to be assessed by an external Independent Case Examiner in line with the criteria and procedures set out in NFOPP/ARLA’s published complaints procedure/leaflet

or

You may refer your complaint (within 6 months of our final viewpoint) to

The Property Ombudsman (TPO)
Milford House
43 – 55 Milford Street
Salisbury
Wiltshire
SP1 2LX
(www.tpos.co.uk)

Agree to our privacy policy

Thanks!