Complaints Procedure

Internal Customer Complaints Procedure

We are committed to providing you with the highest standards of service, however, if you feel at any point our service falls short of your expectations, to ensure maximum protection, our complaints procedure is designed to meet the requirements of all the regulatory authorities that control our business. If you have a complaint, you should detail your grievance, in writing or by email to: info@athomecornwall.co.uk including as much detail as possible. We will then respond in the time frames set out below. (If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman)

Procedure:

  • Your concerns will be considered by the manager, who will investigate the matter.

  • We will send you a written acknowledgement of receipt within 3 working days.

  • A formal written outcome of your complaint will be sent within 15 working days of our acknowledgement of your complaint. If further time is required to investigate your concerns, then you will receive a written explanation for the delay.

  • If you are dissatisfied with the reply you receive from the department manager, please let us know and we will pass your concerns on to a Partner who will investigate your grievance. The same procedure will be followed as above.

  • We are committed to ensuring all concerns are fully and fairly addressed and we respect your right to refer any complaint to a third party, therefore in our final letter to you, we will let you know the details of the regulatory bodies who you can approach for further arbitration.

  • We are members of The Property Ombudsman (TPO).

  • Please note – you will need to complete our internal complaints procedure before you can refer your complaint to any regulatory body.

  • You have up to twelve months to refer your complaint to the TPO and you can contact them via the following:

    www.tpos.co.uk

    01722335458

    The Property Ombudsman

    43-55 Milford House

    Milford Street

    Salisbury

    SP1 2BP

Registered Office: 202, Selby Road, Leeds, LS15 0LF, Company Reg: 10617726 (Registered company in England and Wales) VAT Reg: 267 2911 85

01872 571119

Info@athomecornwall.co.uk