Complaints Procedure

Cauldwell Property Services prides itself on the level of its customer service. However, occasionally things do go wrong, and you may need to complain. Please see our complaints procedure below.

 

 Making a complaint - Residential Sales

 

Cauldwell Property Services is a member of The Property Ombudsman (TPOS) and aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.

 

 Stage One – Branch Manager
 All complaints should, in the first instance, be directed to the Branch Manager/ Assistant Manager. He or she will endeavour to resolve your complaint immediately, and no later than fifteen working days of the first notification.

 

 Stage Two – Sales Director
 If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Sales Director. You must write to them within one month of receiving the Branch response. The Branch Manager / Assistant Manager can supply you with the details of the appropriate person. They will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.

 

 Stage Three – The Property Ombudsman
 If you remain dissatisfied, , you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman) Consumer Guide or online at http://www.tpos.co.uk Please note that you must do so within twelve months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.

 

Making a Complaint - Residential Lettings

 Cauldwell Lettings is a member of The Property Ombudsman Service (TPOS) and The Association Of Residential Letting Agents (ARLA). We aim to provide the highest standards of service to all our Residential Lettings customers. In order to ensure that your interests are safeguarded, we have put in place a complaints procedure, which we will follow in dealing with your complaint. Our aim is to handle any issues or concerns as quickly as possible, in order to achieve this we will, wherever we can, try and resolve your complaint at branch level.

 

 Stage One - Lettings Branch Manager
 All complaints should, in the first instance, be directed to the Lettings Manager. Complaints made in writing will be acknowledged within three working days. They will endeavour to resolve your complaint immediately, and no later than 15 working days of the first notification. We do recommend that where possible you outline your complaint in writing, especially if it appears a complex issue.

 

 Stage Two –Lettings Director
 Should your complaint remain unresolved, then you can refer it on to the Lettings Director. The Branch Manager will provide you with the Lettings Directors name. The Lettings Director will acknowledge your complaint within three working days of receipt of your letter and provide you with a written response within 15 working days.

 

 Stage Three - The Property Ombudsman
 After you have received a response from the Director and if you are not satisfied with his proposed resolution, you may approach The Property Ombudsman Service. Details of how to do this are contained within the Director’s final view point letter, The Property Ombudsman consumer guide or online at www.tpos.co.uk. Alternatively you may contact the Association of Residential Letting Agents,  Details of how to do this are contained within the Director’s final view point letter, The ARLA consumer guide or online at www.arla.co.uk.    

Please note that you must do so within twelve months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints procedure is exhausted.

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