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?
1. In the first instance, all complaints should be referred to the Property Manager of the office concerned. In the event that your issue is not resolved, please proceed to section 2. Should you have a complaint regarding the Branch Manager please proceed directly to section 2. 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.

2. We will then investigate your complaint. This will normally be dealt with by Rachel Fox, the Lettings Compliance Manager whom can be contacted by letter @ 23 Pensby Road, Heswall, Wirral, CH60 7RA or email rachel@karltatler.com whom 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 receiving your complaint.

3. 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 Deborah Evans, Finance Director, whom can be contacted by post @ 23 Pensby Road, Heswall, Wirral, CH60 7RA or email debbie.evans@karltatler.com. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

4. 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