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 to improve our standards.
If you have a complaint, call us on +44 (0)20 8994 0447, your complaint will be dealt with as effectively as possible and we will try to resolve issues.
If you feel that your complaint has not been dealt with/ resolved to your satisfaction, please put it in writing by email to firstname.lastname@example.org, including as much detail as possible.
We will send you an email acknowledging receipt of you complaint within three working days of receiving it.
We will then investigate your complaint. This will normally be dealt with by the management of French Touch Properties 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 you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
43-45 Milford Street
01722 333 306
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 every evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.