At Atwel James Estate Agents, we are committed to providing high-quality services to our clients. However, if you feel dissatisfied with any aspect of our service, we encourage you to let us know so that we can address your concerns promptly and effectively. This Complaints Policy outlines the steps to take and how we will handle your complaint.

1. How to Make a Complaint:

You can submit your complaint in any of the following ways:

Email: info@atweljames.co.uk

To help us resolve your complaint quickly, please provide:

2. What Happens Next?

Step 1: Acknowledgment
We will acknowledge receipt of your complaint within 3 working days and confirm how we will proceed.

Step 2: Investigation
Your complaint will be assigned to a senior member of our team who will thoroughly investigate the matter. We may contact you for additional information or clarification.

Step 3: Resolution

We aim to resolve all complaints within 1 month of receiving them. If the issue is complex and requires more time, we will keep you informed of progress and provide an expected resolution timeframe.

Step 4: Outcome
Once the investigation is complete, we will provide a formal response outlining:

The findings of our investigation.
Any actions taken to resolve the issue.
Our proposed solution, if applicable.

3. What If You’re Not Satisfied?

If you are not satisfied with the outcome of your complaint, you may request a review. This will be carried out by a senior manager who was not involved in the original investigation.

We will aim to provide a response to your review request within 20 working days.

4. Independent Redress:

If you are still not satisfied with our response after the review, you may escalate your complaint to an independent body:

The Property Ombudsman (TPO)
We are members of The Property Ombudsman, an independent organization that provides dispute resolution services. If you wish to escalate your complaint, you can contact TPO at:

Website: http://www.tpos.co.uk

Email:admin@tpos.co.uk

Phone:01722 333306

Address: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

Please note that you must submit your complaint to TPO within 12 months of our final response.

5. Record Keeping:

All complaints and related correspondence are recorded and retained securely for a minimum of six years to ensure transparency and compliance with legal obligations.

6. Commitment to Improvement:

We treat every complaint as an opportunity to improve our services. Feedback from complaints is reviewed regularly, and changes are implemented to prevent similar issues from arising in the future.

Contact Us:

At Atwel James Estate Agents, we value your feedback and are dedicated to resolving your concerns. If you have any questions about this policy or wish to discuss a complaint, please do not hesitate to contact us.

Thank you for choosing Atwel James Estate Agents. We are committed to providing excellent service and resolving any issues to your satisfaction.