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.

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 send you a letter within three working days acknowledging receipt of the complaint enclosing a copy of this procedure.

We will provide you with a written outcome of our investigation, known as our Final Viewpoint Letter and this will be sent to you within 15 working days of sending the acknowledgement letter.

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
T: 01722 333 306
E: admin@tpos.co.uk
W: www.tpos.co.uk 

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.