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COMPLAINTS PROCEDURE
Information for Customers
Boyce Brixham prides itself on the level of its customer service. However, if for any reason you feel you would like to make a complaint, please see our complaints procedure below.
Boyce Brixham is a member of The Property Ombudsman Scheme (TPOS) and as such 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 – Office Manager – Mrs Janet Townsend MNAEA
In the first instance, all complaints should be directed to the Office Manager at Boyce Brixham, Janet Townsend. She will acknowledge your complaint within three working days of the first notification and endeavour to investigate your complaint further.
Stage Two – Directors – Mr Will Litherland and Mrs Alice Litherland
If you remain dissatisfied, you may then advance your complaint, which must be in writing, to Mr Will Litherland or Mrs Alice Litherland, Directors of Boyce Brixham. You must write within one month of receiving the Stage 1 resolution offered. Your complaint will be acknowledged within three working days of receipt of your letter and a full written response will be given within 15 working days.
Stage Three – The Property Ombudsman Scheme (TPOS)
Following your response received from Will or Alice Litherland, Directors of Boyce Brixham, if you remain unsatisfied with the response given (or more than 8 weeks has elapsed since the complaint was first made) you may approach The Property Ombudsman. Details of how to do this are contained within The Property Ombudsman Consumer Guide or online at http://www.tpos.co.uk or they can be contact here: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP. Tel: 01722 333 306. Email: admin@tpos.co.uk
Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
WE ARE MEMBERS OF PROPERTYMARK
If you feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark. Go to the Propertymark website to download a complaint form. Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence. 01926 496 791 | complaints@propertymark.co.uk propertymark.co.uk/professional-standards/complaints
