Information for Customers
We are a member of The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled. This process allows us to improve our standards and to handle any issues or concerns effectively and wherever possible as soon as they are raised. If you feel we have not sought to address you complaint within eight weeks you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter.
Below is our guidance for making a complaint:
Stage One – Member of Staff
We receive very few complaints, however we understand that sometimes things don’t go exactly to plan and occasionally go wrong. If this occurs, we encourage you to try and resolve the situation with the member of our team you have been dealing with.
Stage Two – Proprietor
If you feel we have been unable to resolve the situation at Stage One, you may refer your complaint to the Proprietor of the business.
You may email the Proprietor via firstname.lastname@example.org
or in writing via post at:
Kingswood Property and Financial Services
4 Chalet Hill
The Proprietor will acknowledge your complaint within three working days and will undertake a full review of your complaint. The review will include how it has been handled to date, which may include further investigations into the background of your concerns. Within fifteen working days from receipt of your correspondence, the Proprietor will detail their findings and recommendations in a written response to confirm our final viewpoint on the matter.
Stage Three – The Property Ombudsman
After you have received our final viewpoint response, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman to request an independent review. Details of how to contact The Property Ombudsman are:
The Property Ombudsman
43-55 Milford Street,
Please note that if you do wish to contact The Property Ombudsman, you must do so within twelve months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted.