Haven Estate Agents – Complaints Procedure
We hope that you are completely satisfied with the service you receive from Haven Estate Agents Ltd. However we are aware that in any business things can sometime go wrong.
Haven has established an in-house complaints procedure in which we endeavour to satisfactorily resolve any complaint or dispute you may have with us or our service.
Should you by unhappy with any aspect of our service, we ask that in the first instance you bring the matter to the attention of the member of staff who dealt with the matter you are concerned about. They will respond as quickly as possible (at the most within 15 days of receipt of complaint).
The majority of complaints or concerns are dealt with in an amicable and satisfactory manner.
If you are uncomfortable dealing with the member of staff or the response you receive is not satisfactory then you should notify us and the matter will be escalated to a Director:
Manmeet Anand
Haven Estate Agents Ltd, 129 High Road, London, N2 8AJ
Email: info@haven-estateagents.com
Your complaint must be in writing. At this point, it would be helpful if you can outline the resolution you are seeking. We will acknowledge receipt within 3 working days. We will investigate the matter and make a separate and detached review of the complaint. You will receive a full response (or an explanation if the response will take longer) within 15 days.
We hope that we can resolve any issue you may have but if you are not satisfied with our response then you may contact The Property Ombudsman
Should this fail to resolve the matter you can refer your complaint to:
The Property Ombudsman (TPO)
Milford House, 43-45 Milford Street, Sailsbury, Wiltshire SP1 2BP
Tel: 01722 333306
www.tpos.co.uk
The TPO will provide an impartial review of the complaint. Their service is free of charge. They are only able to consider complaints that have gone through our internal procedures
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.