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COMPLAINTS POLICY


We aim to provide the highest standard of service to all our customers. This policy describes the steps for making a complaint and the process we follow for handling all complaints received. Our aim is to handle any issues or concerns effectively and wherever possible as soon as they are raised.

STEP 1 - CONTACT US

In the first instance, complaints should be sent to us in writing.

Complaints may be made by e-mail to info@ian-walters.co.uk or by writing to the following address:

Ian Walters Property Letting & Management
29 The Landings
Penarth
CF64 1SR

We will endeavour to respond as soon as possible and no later than 10 working days from receipt of the complaint.

We will work with you to try and resolve any issues raised promptly and to your satisfaction.

We will provide a final written response within 8 weeks of receipt of the complaint.

STEP 2 - CONTACT THE PROPERTY OMBUDSMAN

If you are not satisfied with our proposed resolution, you may approach The Property Ombudsman Service (TPOS):

https://www.tpos.co.uk/contact

Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of our final response. You will need to complete our internal complaints procedure (as described above) before contacting the Ombudsman.
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