IN-HOUSE COMPLAINTS PROCEDURE

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 (if you feel we have not sought to address your complaints within eight weeks, you may be able
to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

Complaints via email should be sent to info@findpropertyuk.com or posted to:

Find Property Solutions Limited
Overton Farm
Maisemore, Gloucester
GL2 8HR

What will happen next?

• We will send you a letter acknowledging receipt of your complaint within three working days of receiving it,
  enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the Managing Director who will review
  your file and speak to the member of staff who dealt with you.  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 Director.
• 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
Unit 159756
PO Box 7169
Poole
BH15 9EL
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk

Propertymark
Arbon House,
6 Tournament Court,
Edgehill Drive,
Warwick
CV34 6LG
01926 496 800
help@propertymark.co.uk
www.propertymark.co.uk