Karl Tatler Estate Agents & Lettings - Complaints Procedure

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).

What will happen next?

For Sales complaints

In the first instance, all complaints should be referred to the Branch Manager of the office concerned. In the event your issue is not resolved, or if your complaint is regarding the Branch Manager please contact Operations Director, Andrew Schofield directly via email andrew.schofield@karltatler.com alternatively, send a letter to 23 Pensby Road, Heswall, Wirral, CH60 7RA. We will send you a letter/email acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure. A formal, written outcome of our investigation will be sent to you within 15 working days of receiving your complaint.

For Lettings complaints
All complaints should be referred to Branch Manager, Louise Goodison via email to louise.goodison@karltatler.com. In the event your issue is not resolved, or if your complaint is regarding the Branch Manager, please contact Finance Director, Deborah Evans via email debbie.evans@karltatler.com alternatively, send a letter to 21 Pensby Road, Heswall, Wirral, CH60 7RA. We will send you a letter/email acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure. A formal, written outcome of our investigation will be sent to you within 15 working days of receiving your complaint.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review: The Property Ombudsman Ltd Milford House 43-45 Milford Street Salisbury Wiltshire SP1 2BP 01722 333 306 www.tpos.co.uk.

Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review