Complaints Procedure

Edwards Estate Agents prides itself on the level of its customer service. However,
occasionally things do go wrong, and you may need to complain. Please see our complaints
procedure below.

Residential Estate Agency – Making a complaint

Information for Customers
Edwards Estate Agents is a member of The Property Ombudsman (TPOS) and as such aims
to provide the highest standards of service to all our customers. To ensure that your interests
are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve
any issues or concerns as quickly as possible, although in the majority of cases we hope that
matters such as these are resolved at branch level.

Stage One – Speak to your Home Move/Lettings Consultant (if applicable)
All complaints should, in the first instance, be directed verbally to the Home Move/Lettings
Consultant you have been dealing with. He or she will endeavour to resolve your complaint
immediately, and no later than five working days of the first notification.

Stage Two – Write to the Department Manager/Associate Manager
If you remain dissatisfied, you may then further your complaint, which must be in writing,
to the Branch Manager/Associate Manager of the office. You must write to them within one
month of receiving the Office response. Your complaint will be acknowledged within three
working days of receipt and an investigation undertaken. A formal written outcome of the
investigation will be sent to you within 15 working days.

Stage Three – Write to the Managing Director
If you remain dissatisfied, you may address your concerns in writing to the Managing
Director within one month of the response from the Branch Manager/Associate Manager.
Your letter will be acknowledged within three working days of receipt and an investigation
undertaken. Following the Managing Directors investigation a formal written outcome
and statement will be sent to you within 15 working days and contain the final view of
the company.

MD
Edwards Estate Agents
1 Birmingham Road
Stratford upon Avon
CV37 0AA

Stage Four – The Property Ombudsman

If you are still not satisfied with our final viewpoint (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
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

01722 333 306

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 from the date of our final viewpoint , 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.