Information for Customers

We are a member of The Property Ombudsman Service (TPOS) and aim to provide a high standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and where possible as quickly as possible.

Making a complaint

Stage One - Speak to the Staff Member or Manager

We receive very few complaints, however we understand that sometimes things can go wrong and don't go exactly to plan. If this becomes the case, we would prefer that you try to resolve the situation with the member of our team you have been dealing with. In order that your concerns are addressed as efficiently as possible, we ask that you first raise them verbally with the Staff Member or the Manager of the office concerned. The vast majority of complaints or concerns are dealt with in an amicable and satisfactory manner at branch level.

Stage Two - Manager or Department Director

If you are not satisfied with the response, we request that you send a written summary of your complaint to the Manager or Department Director at the office of the office concerned. They will acknowledge your complaint within 3 working days of receipt and provide you with a response normally within 15 working days after an investigation has been undertaken. Your complaint must be put in writing and at this point and it would be helpful if you can outline the resolution you are seeking.

Stage Three - Managing Director

If you still remain dissatisfied with the response and wish to further escalate your complaint, then please write to the Managing Director at the following address:

Managing Director
Adam Hayes Estate Agents
365 Ballards Lane
North Finchley
London
N12 8LL

They will acknowledge your complaint within 3 working days of receipt and will investigate the issues raised. They will undertake a review of your complaint and provide a formal written outcome of the investigation which will be sent to you within 15 working days and with a final viewpoint response. Your complaint must be put in writing and at this point, it would be helpful if you can outline the resolution you are seeking. In exceptional cases, where the timescale needs to be extended beyond this limit, you will be kept fully informed and an explanation provided.

Stage Four - The Property Ombudsman

If you are still dissatisfied with the response given, you may refer the matter to The Property Ombudsman (TPOS). Details of how to do this are contained within the final viewpoint letter. Information can also be found online at www.tpos.co.uk.

The Property Ombudsman address is:

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

Tel: 01722 333306
https://www.tpos.co.uk/

The TPO will provide an impartial review of the complaint and their service is free of charge. Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the final viewpoint letter.

It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure is exhausted.

Full details of our formal complaints procedure can be found by clicking here.