Internal Complaints Procedure

As a member of the Association of Residential Letting Agents (ARLA), and The Property Ombudsman (TPO) Scheme, we aim to provide the highest standard of service to all landlords and tenants, in line with their Codes of Practice. One of the requirements of our membership is that we have a process for assessing complaints about our service, appropriate to our firm’s size and structure.

All staff will deal with the normal day to day problems on a one to one basis, but once a formal complaint as such has been raised, ‘i.e.I am not satisfied with the standard of your work/conduct/behaviour etc and I wish to make a formal complaint’, then at that stage you will be requested to put your complaint in writing, setting out your concerns by reference to any related documents – terms of business, tenancy agreement, inventory etc, and send to:

Head of Administration and Property Management, Home Finders (Swindon) Ltd, Eastcott House, 4 High Street, Swindon, SN1 3EP

The grievance letter will be acknowledged within 3 days, investigated in accordance with established ‘in-house procedures’ and a reply sent to you within 15 days of receipt of the original letter. You will be invited to make any comments that you may have in relation to this response.

Subsequently, if you remain dissatisfied with the way we have handled your complaint please write again to:

Complaints Department, Home Finders (Swindon) Ltd, Eastcott House, 4 High Street, Swindon, SN1 3EP

Finally, having exhausted our in-house procedures, if you are still not satisfied with our response, you may refer your complaint to:

Regulation Department Propertymark Arbon House 6 Tournament Court Edgehill Drive Warwick CV34 6LG (www.arla.co.uk)

who will arrange for your complaint to be assessed by an external Independent Case Examiner in line with the criteria and procedures set out in NFOPP/ARLA’s published complaints procedure/leaflet

You may refer your complaint (within 12 months of our final viewpoint) to The Property Ombudsman (TPO) Milford House 43 - 55 Milford Street Salisbury Wiltshire SP1 2BP (www.tpos.co.uk)