At Simon Goodacre Property, we are committed to providing a professional, transparent, and high standard of service to every client and customer we deal with.
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We recognise that, on occasion, things may not go as expected. If you are unhappy with any aspect of the service you have received, we encourage you to tell us. Your feedback gives us the opportunity to investigate your concerns, resolve matters wherever possible and continually improve the service we provide.
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Supporting Our Customers
We aim to ensure that our complaints process is accessible to everyone.
Where appropriate, we will make reasonable adjustments for customers who may require additional assistance due to their individual circumstances. This may include, but is not limited to, age, disability, illness, bereavement, financial circumstances, difficulties with literacy or numeracy, limited knowledge of the property process, or where English is not their first language.
If you require assistance in making a complaint, please contact us and we will do our best to accommodate your needs.
How to Make a Complaint
If you wish to make a formal complaint, please submit your concerns to Simon Goodacre Property in writing.
Please provide as much information as possible, including details of the property or transaction concerned, the nature of your complaint and any supporting information you feel is relevant. This will help us investigate the matter fully and efficiently.
What Happens Once We Receive Your Complaint?
Stage One – Acknowledgement
We will acknowledge your complaint in writing within three working days of receiving it.
A copy of our Complaints Procedure will also be provided.
Stage Two – Investigation
Your complaint will then be investigated thoroughly. This will include reviewing the relevant property or transaction file, correspondence and any other information connected with the matter. We may also speak with the member or members of the team involved.
We will provide you with a formal written response setting out the outcome of our investigation within 15 working days of receiving your original complaint.
Stage Three – Internal Review
If you remain dissatisfied with our response, you should contact us again and explain why you feel the matter has not been satisfactorily resolved.
We will arrange for your complaint and our original response to be reviewed separately by a senior member of the business wherever possible.
Following this review, we will provide our final viewpoint in writing within 15 working days of receiving your request for a review.
Independent Review – The Property Ombudsman
If you remain dissatisfied after receiving our final viewpoint, you may refer your complaint to The Property Ombudsman (TPO) for an independent review at no cost to you.
You may also be able to refer your complaint to The Property Ombudsman if more than eight weeks have passed since you first made your complaint and the matter has not been resolved.
The Property Ombudsman
Email: admin@tpos.co.uk
Telephone: 01722 333 306
Website: www.tpos.co.uk
Further information about making a complaint can be found on The Property Ombudsman’s website.
Important Information
Before The Property Ombudsman can consider a complaint, you will normally need to have completed Simon Goodacre Property’s internal complaints procedure.
Any referral to The Property Ombudsman should be made within 12 months of the date of our final viewpoint letter. You should provide copies of any relevant correspondence, documentation or other evidence that supports your complaint.
At Simon Goodacre Property, we take all complaints seriously and will always aim to deal with concerns fairly, professionally and as promptly as possible.