Complaints Procedure

At Astleys, we strive to provide the highest levels of customer care. However, if you feel we have not met your expectations, please follow the complaints procedure outlined below. We will acknowledge your complaint promptly and aim to resolve it as fairly and efficiently as possible.

ASTLEYS IN-HOUSE COMPLAINTS PROCEDURE

We are a member of The Property Ombudsman Service (TPOS) and aim to provide the highest 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 wherever possible, as soon as they are raised.

Please submit any complaint in writing to the branch manager. We will acknowledge your complaint within 3 working days. We will then investigate the complaint and then provide a written response to you within 15 working days.

If you remain dissatisfied with the response provided, you can then contact us again and a senior manager will conduct a review and provide a written statement to you with a final view within 15 working days from request.

If you remain dissatisfied, you can contact The Property Ombudsman to request an independent review.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel No. 01722 333 306
www.tpos.co.uk

You will need to submit your complaint to the Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house procedure, before being submitted for an independent review.