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Complaints Procedure

Gregory Brown Complaints Procedure

We are committed to providing a professional service to all clients and customers alike. 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 write by letter or e-mail directly to the office in question, including as much detail as possible. The office will then respond in line with the time frames 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).

What will happen next?

• We will send you a letter or e-mail acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy or e-mail of this procedure.


• We will then investigate your complaint. This will normally be dealt with by a Director who will review the situation. A formal letter or e-mail outcome of the investigation will be sent to you within 15 working days of us sending the initial acknowledgement letter or e-mail.


• 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 further senior member of staff.


• We will then write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd
Milford House,
43-45 Milford Street,
Salisbury,
Wiltshire
SP1 2BP
01722 333 306

www.tpos.co.uk

Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter or e-mail, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure prior to being submitted for an independent review.