COMPLAINTS PROCEDURE

Scocal Estate Agents
61 Tyrella Road
Downpatrick
Co.Down
BT30 8DF

Our Mission

We are committed to providing a high-quality estate agency services to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. When we receive an indication that you wish to complain, we will provide you with a copy of our complaint’s procedure.

Client Care Contact

If you have a complaint, please contact Scott Callender, in writing. You can write to him at the above address. The requirement to provide clients with a written complaint’s procedure as soon as practicable after the client has indicated concern about the manner in which the work is being carried out

Any complaint must be made within 6 months of conclusion of business or within 6 months of discovery of the difficulty you wish to complain about, whichever date is later.

What Will Happen Next?

We will send you a letter acknowledging your complaint and if necessary, ask you to confirm or explain further details of the complaint in writing. We will also let you know the name of the person who will be dealing with your complaint. We aim to acknowledge all complaints within 3 working days.

When your complaint is received and acknowledged by us, we will record your complaint in our central register. The central register will record the date the complaint was made, the name and address of the client, the date the complaint was dealt with and the outcome.

We will then start to investigate your complaint. This may involve one or more of the following steps:
we may ask the member of staff who acted for you to reply to your complaint; or
we may examine the reply and the information in your complaint file; or
we may then ask for more information.

We may invite you to meet Scott Callender to discuss and, it is hoped, resolve your complaint.

We will aim to send you an outcome in response to your substantive complaint within 15 days.

At the time we write to you confirming our final position on your complaint explaining our reasons, if you feel we have not resolved the matter satisfactorily, you can contact The Property Ombusman to discuss the circumstances of the complaint and how we dealt with it. You must do this within 12 months of the conclusion of the in-house complaint investigation.

The Property Ombudsman can be contacted at the following address:

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

www.tpos.co.uk
admin@tpos.co.uk

If we change any of the timescales above, we will let you know and explain why.

Procedure Last Updated:
15 February 2023