Complaints Procedure

At Sales Progressors 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.

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.

Your complaint can be made online at https://selfserve.tpos.co.uk/is-the-property-agent-a-member-of-our-scheme/ or in writing to The Property Ombudsman, Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire, SP1 2BP.

What will happen next?

We will send you a letter acknowledging receipt of your complaint 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 member of staff who dealt with

you. A formal written outcome of our investigation will be sent to you within 15

working days of sending the acknowledgement letter.

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.