In-house Complaints Procedure
We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.
If you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.
Stage 1 — Your Complaint
Please put your complaint in writing either by letter or email and address it to:
Adam Dibble, Director.
Twenty Twenty Property
26 Fore Street
Silverton
Devon
EX5 4HP
Or
ad@twentytwentyproperty.co.uk
Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence
Stage 2 — Our Acknowledgement
Your complaint will be acknowledged and we will start our in-house complaints process.
Timescale
Within 3 working days of receiving your complaint
Stage 3 — Our Investigation
Your complaint will be investigated and you will receive a formal written response addressing your specific complaints and proposing resolutions where appropriate.
Timescale
Within 15 working days of receiving your complaint
Stage 4 — Final Viewpoint
If you remain dissatisfied, you should contact us again and we will conduct a separate review to take place. This will outline our final viewpoint on the matter.
Timescale
Within 15 working days of receiving your request for a further review
Stage 5 — Our Investigation
If our final viewpoint letter does not resolve matters (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
SP1 2BP
01722 333306
www.tpos.co.uk
admin@tpos.co.uk
Timescale
You must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter
If we have not addressed your complaints within eight weeks, you can refer your complaint to the Ombudsman.
No charge will be made for any complaint we handle.