C residential & C lettings has a formal complaints procedure, which is explained below.
As a customer, you expect a first class service from us, and we aim to provide it. We have high standards, but if you believe we have made a mistake, please get in touch with us as soon as possible and we will do everything we can to put it right.
We are also subject to the rules of The Property Ombudsman. In general terms this gives customers who are unable to resolve a complaint against us the right to have this reviewed by an independent person – the Ombudsman.
We hope that our complaints procedure will resolve any complaint without the need for you to contact The Property Ombudsman. Please note that the Ombudsman will not investigate your complaint before you have completed our complaints procedure, and received a letter from us giving our final response.
This page shows the steps in our complaints procedure. At every stage we promise to listen, to do everything we can to resolve your problem and to make sure you’re happy with the way we do it.
Our Complaints Procedure
- If you have a problem relating to C residential or C lettings, please discuss this with one of our branch staff. Our aim is to deal with your problem sympathetically, fairly and quickly.
- If you feel that the matter is not being resolved to your satisfaction, please ask to speak to one of the Managers or Diane Moore-Jones, Director. The Manager will try to resolve the matter on the day you raise your complaint, although whether this is possible will, of course, depend on the nature of the complaint.
- If the response by the relevant Manager does not resolve the matter to your satisfaction, we will acknowledge receipt of your complaint in writing within 3 working days with a copy of our in-house complaints procedure.
- We will give our response to you formally within 15 working days in writing.
- If your problem has still not been resolved, and you are not satisfied with the steps taken by C residential or C lettings, then the company will forward you The Property Ombudsman Consumer Guide detailing the steps for taking the complaint further. The contact details for The Property Ombudsman are: The Property Ombudsman Ltd, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP (Telephone: (01722) 335458) web address: www.tpos.co.uk
- The Property Ombudsman will consider your complaint, taking in to account any points made by you and C residential or C lettings. The Ombudsman may, however, refuse to investigate a complaint where your issue refers to something that happened more than 12 months before you complained in writing to the Member Agency, or you referred your complaint to the Ombudsman more than six months after you received the Member Agency’s final offer of settlement or answer.
- The Ombudsman’s Office may try to settle the dispute by agreement between you and C residential or C lettings. If this is unsuccessful, the Ombudsman will consider all the relevant factors and make a decision according to what he believes to be fair in all the circumstances.
- The Ombudsman will send his decision to you and C residential or C lettings. You can accept or reject his decision. If you reject the Ombudsman’s decision, it will lapse and you are free to do as you wish. If you wish to take legal action, you can do so. Your legal rights will not have been affected by the Ombudsman’s decision.