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Complaints

Complaints

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Information for Customers

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. You may find below our guidance for making a complaint in relation to:

  • Estate Agency
  • Property Management
  • Residential Lettings

Residential Estate Agency - making a complaint

Stage One – Negotiator

All complaints should, in the first instance, be directed to the Negotiator you have been dealing with. They will endeavour to resolve your complaint as soon as possible, otherwise no later than five working days from when they received notification of the issue.

Stage Two – Office Manager

If you remain dissatisfied, you may then further your complaint in writing to the Office Manager. The Negotiator will supply you with their name and contact details. Where necessary, if the situation remains unresolved, we recommend that the issue is raised within one month of completing Stage 1. Your escalation will be acknowledged within three working days of receipt and the Office Manager will work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within fifteen working days.

Stage 3 – Director

If you remain dissatisfied and wish to further escalate your complaint, you may write to the Director at the address below, or via director@paulwright.co.uk

Your letter will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date; which may include further investigations into the background of your concerns. Within fifteen working days the Director will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.

Paul Wright & Co Ltd
121 Ipswich Street
Stowmarket
Suffolk
IP14 1BB

Stage Four – The Property Ombudsman

After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the final viewpoint letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.uk

Please note that if you wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date 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 has been exhausted.

Residential Lettings & Property Management – making a complaint

 We have processes, depending on the matter that needs resolving:

  • If you have yet to enter into a tenancy, you wish to raise an issue relating specifically to a branch, or are a customer of a Let Only service (rental maintenance matters are dealt with between landlord and tenant solely), please follow the Branch Complaints Process.
  • If you are a customer of our Full Management or Rent Collection services, please follow he Property Management Complaints Process.
Please note that we may not be able to assist with complaints relating to maintenance if you are a customer of our Tenant Find Only services.

Property Management Complaints Process

Stage One – Negotiator

We receive very few complaints; however we understand that sometimes things don’t go exactly to plan and occasionally go wrong. If this occurs, we encourage you to try and resolve the situation with the member of our team you have been dealing with.

 

Stage Two – Office Manager

If we are unable to resolve the situation at Stage 1, you may refer the case to the Office Manager responsible. Where necessary, if the situation remains unsolved, we recommend that the issue is raised within one month of completing Stage 1.
The Negotiator will provide you with the team manager’s name and contact details. We will acknowledge the escalation within three working days of receipt and work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within fifteen working days.

Stage Three – Director

If you remain dissatisfied and wish to further escalate your complaint, you may write to the Director at the address below, or via director@paulwright.co.uk

Your letter will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date; which may include further investigations into the background of your concerns. Within fifteen working days the Director will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.

Paul Wright & Co Ltd
21 Ipswich Street
Stowmarket
Suffolk
IP14 1BB

Stage Four – The Property Ombudsman

After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the final viewpoint letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.uk
lease note that if you wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date 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 has been exhausted.

 

Lettings Branch Complaints Process

Stage One – Negotiator

We receive very few complaints; however we understand that sometimes things don’t go exactly to plan and occasionally go wrong. If this occurs, we encourage you to try and resolve the situation with the member of our team you have been dealing with.

Stage Two – Office Manager

 If we are unable to resolve the situation at Stage 1, you may refer the case to the Office Manager responsible. Where necessary, if the situation remains unsolved, we recommend that the issue is raised within one month of completing Stage 1. The Negotiator will provide you with the team manager’s name and contact details. We will acknowledge the escalation within three working days of receipt and work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within fifteen working days.

Stage 3 – Director

If you remain dissatisfied and wish to further escalate your complaint, you may write to the Director at the address below, or via director@paulwright.co.uk
Your letter will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date; which may include further investigations into the background of your concerns. Within fifteen working days the Director will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.

Paul Wright & Co Ltd
21 Ipswich Street
Stowmarket
Suffolk
IP14 1BB

Stage Four – The Property Ombudsman

After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the final viewpoint letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.uk
Please note that if you wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date 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 has been exhausted.