Shandon Investments Ltd (“the Company”) is committed to providing a professional and high-quality service to all clients and customers. This procedure sets out the process for submitting and handling complaints.
The Company will make reasonable adjustments for customers who may be disadvantaged as a result of age, disability, infirmity, lack of knowledge, limited numeracy or literacy, economic circumstances, bereavement, or where English is not their first language.
All complaints must be submitted in writing, providing as much detail as possible.
Upon receipt of a written complaint, the Company will handle the matter in accordance with the timeframes set out in this procedure.
If the Company has not addressed a complaint within eight (8) weeks, the complainant may refer the matter to The Property Ombudsman (“TPO”) for independent review.
The Company will issue a written acknowledgement of receipt of a complaint within three (3) working days. A copy of this procedure will be enclosed.
The complaint will normally be investigated by the Office Manager, who will review the relevant file(s) and consult with the staff member(s) involved. A written outcome will be provided within fifteen (15) working days of receipt of the original complaint.
If the complainant remains dissatisfied, a request for further review may be made. Such a review will be conducted by a senior member of staff, with a final response provided within fifteen (15) working days.
If the complainant remains dissatisfied following the final viewpoint, or if more than eight (8) weeks have elapsed since the complaint was first made, the matter may be referred to The Property Ombudsman.
📧 admin@tpos.co.uk
📞 01722 333 306
🌐 www.tpos.co.uk
➡️ Make a Complaint
Complaints must be referred to The Property Ombudsman within twelve (12) months of receiving the Company’s final viewpoint letter.
The Property Ombudsman requires that all complaints are first addressed through this in-house complaints procedure before being considered for independent review.