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 a simple feedback form at the bottom of this page 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.

Information for customers:

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 14 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. Details of how to do this can be found in The Property Ombudsman Consumer Guide online at www.tpos.co.uk. Please note that you must do this within 6 months of your final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.

Complaints/Feedback Form:

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