As a member of The Property Ombudsman Scheme (TPOS) we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints process in place.
The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers' satisfaction at branch level.
Stage One – Office Manager
Complaints should, in the first instance, be directed to the Office Manager of Hannon Holmes. They will endeavor to liaise with you quickly and resolve your complaint immediately, no later than 5 working days from first notification.
Stage Two – Director
If, after you have dealt with the office manager, you remain dissatisfied you may address your concerns, in writing, to one of the Directors. Once they have received your letter, it will be acknowledged within 3 working days and you will receive a response within 15 working days from receipt of your letter.
The address to write to is:
Hannon Holmes Limited
79-81 Market Street
Stage Three – The Property Ombudsman
If you still remain dissatisfied with the outcome of your complaint after dealing with the Office Manager and the Director, and once you have received a Final Viewpoint letter, you may approach the Ombudsman.
Details of how to do this will be contained within the Final Viewpoint letter we send you as the final response to your complaint or information can be found online at www.tpos.co.uk
- You must make your complaint to The Property Ombudsman within 6 months of the date of our Final Viewpoint letter.
- The Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our Final Viewpoint letter.