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Easthaus Complaints Procedure

Easthaus Complaints Procedure
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We are committed to providing a professional service to all our clients and customers.  If, at any point, you are unhappy or concerned about the service we have provided, please tell us immediately so that we can do our best to resolve the problem quickly and professionally.

In the first instance, it may be helpful to contact the person who is dealing with your transaction to discuss your concerns and we will do our best to resolve any issues. If this does not resolve the matter and you wish to make a formal complaint, please put this in writing, including as much detail as possible and send to hello@easthaus.co.uk

‍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 director.

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

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman contact details areas follows: 

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722333 306
admin@tpos.co.uk
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, including any evidence to support your case.

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

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 Ltd to consider without our final viewpoint on the matter.