Complaints Procedure

The Cameron Group is a member of The Property Ombudsman Service (TPOS) and as such we are committed to providing the highest levels of customer service to all our clients. If you feel that we have not lived up to your expectations in any way, we would like to hear from you in order to investigate the matter. Please direct all communication to complaints@cameron.co with reference to the appropriate person(s) you wish to raise your complaint with or via post to the “Complaints Department” at address referenced in stage three. To ensure that your interests are safeguarded, our complaints procedure has been structured in which any raised complaints are handled; this allows us to manage any issues or concerns effectively and ensures that they are dealt with as quickly as possible. You may find below our process for submitting complaints in relation to: • Estate Agency • Residential Lettings & Property Management Residential Estate Agency - Making a Complaint Stage One - Sales Manager We ask that all complaints are first raised and directed to the Sales Manager of the department that you have been dealing with. The Manager will strive to resolve your complaint as soon as possible, acknowledging within five working days of receipt and ensuring an investigation will be undertaken. A Formal response will then be issued within fifteen working days Stage Two – Sales Director If you remain dissatisfied, you may then further your complaint in writing to the Sale Director responsible for Estate Agency operations; the Branch Manager can supply you with the details of the appropriate person. You must write to them within one month of receiving the response from the Branch Manager. The escalation will be acknowledged within five working days of receipt and the Sales Director will work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within fifteen working days. Stage Three – Managing Director If you remain dissatisfied and wish to further escalate your complaint, you may write to the Managing Director within one month of a response from the Sales Director. Your letter\/email will be acknowledged within five working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns. Following the Managing Directors investigation a formal written outcome and statement will be sent to you within fifteen working days and contain the final view of the company. This will include any offer made in a written response to you, to confirm our ‘final viewpoint’ on the matter. Nicholas Jordan MARLA MNAEA Managing Director Cameron House 21-23 High Street Yiewsley West Drayton Middlesex UB7 7QG Stage Four - The Property Ombudsman After you receive a response form the Managing Director, you may approach the Ombudsman (TPOS) if you are not satisfied with the response given. You will be directed to the TPOS in our final viewpoint, in which you can contact them via their website at http:\/\/www.tpos.co.uk. Please note that if you do wish to contact The Property Ombudsman Service (TPOS), it is important you do so within twelve months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted. You will receive written confirmation from the Property Ombudsman that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events. The matter will be referred to a case officer who will review the complaint together with the response from the branch and make a recommendation to the Ombudsman who will make a final decision which is binding upon the branch in question. Residential Lettings & Property Management - Making a Complaint Stage 1 – Senior Lettings Manager We ask that all complaints are first raised and directed to the Senior Lettings Manager. The Manager will strive to resolve your complaint as soon as possible, acknowledging within five working days of receipt and ensuring an investigation will be undertaken. A Formal response will then be issued within fifteen working days Stage 2 – Head of Property Management Should your complaint remain unresolved, you may refer it to the Head of Property Management. We request that you send a written summary of your complaint to the Head of Property Management, within one month of receiving the Senior Lettings Manager response. They will acknowledge your complaint within five working days of receipt and provide you with a written response within fifteen working days. Stage 3- Company Final View Point – Managing Director If you remain dissatisfied and wish to further escalate your complaint, you may write to the Managing Director within one month of a response from the Sales Director. Your letter will be acknowledged within five working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns. Following the Managing Directors investigation a formal written outcome and statement will be sent to you within fifteen working days and contain the final view of the company. This will include any offer made.in a written response to you, to confirm our ‘final viewpoint’ on the matter. Nicholas Jordan MNAEA MARLA Managing Director Cameron House 21-23 High Street Yiewsley West Drayton Middlesex UB7 7QG Stage 4 – The Property Ombudsman After you receive a response form the Managing Director, you may approach the Ombudsman (TPOS) if you are not satisfied with the response given. You will be directed to the TPOS in our final viewpoint, in which you can contact them via their website at http:\/\/www.tpos.co.uk. Please note that if you do wish to contact The Property Ombudsman Service (TPOS), it is important you do so within twelve months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted. You will receive written confirmation from the Property Ombudsman that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events. The matter will be referred to a case officer who will review the complaint together with the response from the branch and make a recommendation to the Ombudsman who will make a final decision which is binding upon the branch in question.

Last updated at 7/20/2017, 6:16:06 AM by allAgents

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