FISH2SELL COMPLAINTS HANDLING PROCEDURE

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.
What will happen next?

• We will send you acknowledgement of receipt of your complaint in writing 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 office manager who will review your file and speak to the members of staff who deal with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the letter of acknowledgement.
• 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 senior member of staff.
• 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 have elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP 01722 333 306
admin@tpos.co.uk
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 procedure, before being submitted for an independent review.

How can we help? Drop us a line, we’d love to hear from you

Arrange a Valuation