Complaints Procedure
Complaints Handling Procedure
Nina Estate Agents & Lettings Ltd is a small, independent, family-run estate and letting agency. We pride ourselves on providing a personal, professional and high standard of service to our customers.
We recognise, however, that occasionally things may not go as expected. If you are dissatisfied with our service, we take your complaint seriously and will do our best to resolve it fairly and promptly.
We are members of Propertymark and registered with The Property Ombudsman (TPO).
This procedure explains how we deal with complaints.
How to make a complaint
All formal complaints should be made in writing and addressed to:
Mrs Nina Chivers – Director Nina Estate Agents & Lettings Ltd 1 Broad Street Barry CF62 7AA
Email: [email protected]
As a small family-run business, all complaints are dealt with personally by Nina Chivers, Director.
Please provide as much information as possible, including:
- Your name and contact details.
- The property address, where applicable.
- Details of the issue you are complaining about.
- The dates and circumstances relating to your complaint.
- Any relevant correspondence or supporting documentation.
- Details of what you believe would resolve the matter.
Stage 1 – Initial Complaint
Upon receiving your written complaint, we will acknowledge receipt within 3 working days.
Your complaint will then be fully considered and investigated by Mrs Nina Chivers, Director.
We will provide you with a written response within 15 working days of receiving your complaint.
Our response will explain our understanding of the complaint, the outcome of our investigation and, where appropriate, any action we propose to take to resolve the matter. We aim to resolve complaints at this stage wherever possible.
Stage 2 – Further Review / Final Viewpoint
If you remain dissatisfied following our initial response, you may request that the matter is reviewed further.
As Nina Chivers is the Director and the person responsible for handling complaints within our small family-run business, the further review will also be carried out by her. We will provide our final written response within a further 15 working days.
This response will be our Final Viewpoint Letter and will explain our position on the complaint and your right to refer the matter to The Property Ombudsman if you remain dissatisfied.
We aim to complete our internal complaints procedure within eight weeks of receiving the original complaint.
Stage 3 – The Property Ombudsman
If, after receiving our Final Viewpoint Letter, you remain dissatisfied, you may refer your complaint to The Property Ombudsman (TPO).
TPO is an independent redress scheme for property agents.
You should normally refer your complaint to TPO within 12 months of the date of our Final Viewpoint Letter.
TPO may also be able to consider your complaint where eight weeks have passed since your complaint was first made and our internal complaints procedure has not been completed.
The Property Ombudsman
Telephone: 01722 333 306 Email: [email protected] Website: www.tpos.co.uk
Postal address:
The Property Ombudsman Milford House 43–55 Milford Street Salisbury Wiltshire SP1 2BP
Further information about making a complaint can be found on the TPO website.
Propertymark
Nina Estate Agents & Lettings Ltd is a Propertymark member.
Propertymark is the professional body for property professionals and requires its members to comply with its relevant Conduct and Membership Rules.
If you believe that we have breached Propertymark’s Conduct and Membership Rules, you may also contact Propertymark.
Propertymark’s role is separate from that of The Property Ombudsman. TPO deals with eligible consumer complaints through its independent redress process, while Propertymark can consider potential breaches of its membership and conduct rules.
Propertymark
Website: www.propertymark.co.uk
Propertymark Arbon House 6 Tournament Court Edgehill Drive Warwick CV34 6LG
Telephone: 01926 496 800
Further information about Propertymark’s complaints process is available on its website.
Important information
Our complaints procedure is provided free of charge.
We will deal with complaints fairly, professionally and as promptly as reasonably possible.
Making a complaint does not affect your legal rights or prevent you from obtaining independent legal advice.
Certain matters may be dealt with under separate statutory or industry procedures. For example, disputes concerning tenancy deposits may need to be referred to the relevant tenancy deposit protection scheme.
The Property Ombudsman does not determine tenancy deposit disputes.
Our Contact Details
Nina Estate Agents & Lettings Ltd 1 Broad Street Barry CF62 7AA
For the attention of: Mrs Nina Chivers – Director
Email: [email protected]
As a small family-run agency, Nina Chivers personally oversees the company’s complaints procedure.
We are committed to listening to our customers, taking concerns seriously and resolving complaints wherever possible.
Nina Estate Agents & Lettings Ltd Independent • Family Run • Personal Service