Complaints Procedure

Sell New Group in house complaints procedure.

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 improve our standards.

If you have a complaint, please put in writing, including as much details as possible. We will then respond in line with the timeframe set out below, (If you feel we have not sought to address your complaint within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final review on this matter).

What will happen next?

We will send you a letter advising receipt of your complaint within three working days, all of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. We will normally be dealt with by an office by manager, the company who will review the file and speak to the member of staff who dealt with you. A formal written outcome of the investigation will be sent to you within 15 working days of the acknowledgement letter.

If for any stage, you are still not satisfied, you should contact us again, and will arrange for our separate review to take place by senior member of staff.

We will write to you within 15 working days of receiving your request for a review, confirming the final review of this matter.

If you remind satisfied, you can contact the Property Ombudsman to request an independent review.

The Property Ombudsman ltd
Milford
43 to 45 Milford Street
Sailsbury
Wiltshire
SP1 2BP

www.tpos.co.uk

Please note the following

You will need to submit your complaint to Osman within 12 months of receiving our final review letter, including any evidence to support your case

Property Ombudsman requires that all complaints or address for this in the house, complaints procedure, before being submitted for an independent review.