Complaints Procedure

We hope that you are completely satisfied with the service you receive from Simon Clarke Letting Agents. However we are fully aware that in any business from time to time things can go wrong.

Our in house complaints procedure is designed to satisfactorily resolve any complaint or dispute you may have with us or the services we have provided. All complaints must be put in writing.

Should you be unhappy with any aspect of our service, you should in the first instance bring the matter to the attention of the manager of the branch or department you are dealing with. They will respond within 15 days of receipt of the complaint.

The vast majority of complaints or concerns are dealt with in an amicable and satisfactory manner at branch level.

If the response you receive from the Branch or Head of Department is not satisfactory you should notify us and the matter will be escalated to the relevant Director overseeing the Branch or Department. They will make a separate review and reply as quickly as possible again within 15 days of receipt.

Should this fail to satisfy your complaint you can refer the matter to:

The Property Ombudsman (TPO)

Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

Tel: 01722 333306.  www.tpos.co.uk

The TPO will provide an impartial review of the complaint. Their service is free of charge. They are only able to consider complaints that have gone through our internal procedures as set out above.