Richmond Harvey (Oswestry) Ltd, 27 Cross Street, Oswestry, SY11 2NF View us on Google Maps

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Complaints Procedure

COMPLAINTS HANDLING POLICY

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

How to Complain

If you have initially made your complaint verbally – whether face-to-face or over the phone – please also make it in writing, addressed to the above. This is to ensure that we fully understand exactly what your complaint is and have a written record of it.

We will acknowledge the complaint within 3 working days and will consider your complaint as quickly as possible. We will provide you with a full written response to your complaint within 15 working days.*

What happens next

If you are happy with the outcome of the investigation into your complaint, the matter will conclude.

If you remain unhappy with the outcome you should advise us in writing explaining why you remain dissatisfied. We will acknowledge the complaint within 3 working days. A senior member of staff not directly involved in the matter will review the complaint again and provide you with a written outcome within 15 working days* which will indicate our final viewpoint of the complaint.

All complaint responses considered to be final, will include details of how to refer the matter to The Property Ombudsman, noting that any such referral must be made within 12 months of our final view correspondence.

If we cannot agree on how to resolve the complaint then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure, which is The Property Ombudsman, noting that any such referral must be made within 12 months of our final view correspondence.

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, SP1 2BP
Tel: 01722 333 306[email protected]www.tpos.co.uk

* If there are mitigating circumstances for not being able to meet our aim to effectively respond and resolve complaints within the above described timescales, the complainant will be contacted accordingly, informed of the reason(s) why and given appropriate revised timescales.

“Thank you so much for everything and may we extend our thanks to the team also. Great service from day one and we are very happy.”

Sean & Tracey

“All of the staff at Richmond Harvey were very helpful and friendly. Nothing was too much trouble.”

Mr G & Mrs F

“Your service was far above my expectations in relation to other experiences I have had with other agents when buying and selling property. Richmond Harvey kept me informed throughout the process and were always fast to answer any questions I had about the sale.”

Mr & Mrs S

“As the buyer we have been pleasantly surprised by the services we received from the staff at Richmond Harvey. Nothing has been too much trouble. We were kept updated by the process and had a pleasant experience. ”

Mr & Mrs N

“Thank you again for all of your help selling Mum & Dad's bungalow”

Mrs W, St Martins

“Mum is delighted everything has gone through smoothly especially as the sale price was in excess of suggested asking price given by other agents.”

Mr T, Llanymynech

“Excellent service when purchasing my property. My only criticism was not having biscuits with the coffee in the office ”

Mr T, Gobowen