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Send a message directly to the management team.

As much as we prepare and plan ahead not everything always goes to plan. We're really sorry that you have had to visit this page to find out more about our complaints procedure, but before you go any further why not let our management team know about the problems you are experiencing so we can look into the issue and do our utmost to help you with a satisfactory solution.

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The following is available in branch and through our website 

Complaint Procedure

1. Please raise your complaint with the Agent that is handling your case.

2. If the Agent cannot resolve the issue for you then please put your complaint in writing addressed to the Branch Manager.

3. We will acknowledge receipt of your complaint in writing within 3 working days. We will also start a full investigation.

4. In line with the Ombudsman guidelines a full written outcome will be sent to you within 15 working days.

5. If you are not satisfied with the full written outcome response from the Branch Manager you can write to the Managing Director. In line with the Ombudsman guidelines the Managing Director will respond to you with a statement of the final view of the matter within 15 working days.

6. If you are still not satisfied with the outcome, you can raise your complaint with The Property Ombudsman https://www.tpos.co.uk/.  The Ombudsman will request that you have exhausted the internal complaints procedure before contacting them.

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP

01722 333 306

www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, 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.

7. When you have raised a complaint with the Ombudsman they will write to us as agents requesting our Property File and our version of the events. A case officer will then undertake a formal review of your complaint largely based on the documents from both sides

Lettings Complaint Procedure    

1. Please raise your complaint with the property manager or sales advisor that is handling your case.

2. If the sales advisor / property manager cannot resolve the issue for you then please put your complaint in writing addressed to the Lettings Manager for that particular branch.

3. We will acknowledge to your complaint in writing within 5 working days. We will also start a full investigation.

4. In line with The Property Ombudsman guidelines a full written outcome will be sent to you within 15 working days.

5. If you are not satisfied with the full written outcome response from the Branch Manager you can write to the Lettings Director. They will then respond to you with a statement of the final view of the matter within 15 working days of receipt.

6. If you are still not satisfied with the outcome, you can raise your complaint with The Property Ombudsman
Further information can be found here.

7. When you have raised a complaint with The Property Ombudsman they will write to us as agents requesting our Property File and our version of the events. A case officer will then undertake a formal review of your complaint largely based on the documents from both sides

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Company No: 4018410.  Registered Office Address: 1 Regent Street, Rugby, CV21 2PE. 

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