In-House Complaints Procedure
At Absolute Living, we are committed to providing a professional service to all our landlords, tenants, buyers and sellers. If something goes wrong, we need you to tell us so we can put it right and continue to improve our standards.
We will, where appropriate, make reasonable adjustments for consumers who may be disadvantaged due to factors such as age, infirmity, disability, language, bereavement, economic circumstances or any vulnerability.
How to Make a Complaint
If you have a complaint, please put it in writing and include as much detail as possible. We will then respond in line with the timeframes below.
1. Acknowledgement
We will acknowledge your complaint in writing within 3 working days of receiving it and include a copy of this complaints procedure.
2. Investigation
Your complaint will be investigated by the Office Manager (or an appropriate senior member of staff). They will review your file and speak to the staff involved. You will receive a formal written response within 15 working days of the original complaint being received.
3. Further Review
If you remain dissatisfied, you may request a further review. A senior member of staff not previously involved will carry this out. We will send you our final written viewpoint within 15 working days of receiving your request for further review.
4. Independent Review – The Property Ombudsman
If you are still not satisfied with our final viewpoint—or if more than 8 weeks have passed since your original complaint—you may refer your complaint to:
The Property Ombudsman (TPO)
33 The Clarendon Centre
Salisbury Business Park
Dairy Meadow Lane
Salisbury SP1 2TJ
[email protected] | 01722 333 306
www.tpos.co.uk
www.tpos.co.uk/consumers/make-a-complaint
You must refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter. TPO requires that all complaints go through our in-house procedure first.
