Complaints Procedure

The Personal Agent Ltd  is committed to the highest standards of service and compliance. We are bound by the Property Ombudsman’s Code of Practice.

We understand that sometimes things can go wrong and if they do we are committed to resolving your problem with the minimum of inconvenience.

Our complaints procedure is structured to ensure that any concerns are dealt with as quickly and efficiently as possible. Should you require assistance with this process, please email us at sales@thepersonalagent.co.uk and we can then help you and point you in the right direction.

Our standard procedure for handling your complaint is as follows:

1: Making a complaint

In the first instance your complaint should be directed in writing to the local Branch Manager. Your complaint will be acknowledged within 3 working days. The branch will then conduct a full and thorough investigation and a full written response will be sent within 15 working days.

2: If you remain dissatisfied

If you feel the matter remains unresolved and is in regards to the sales side of the business please write to Rupert Briggs who is a company director at Rupert@thepersonalagent.co.uk, or if it is a lettings complaint please write to Cheryl Burn who is the lettings director at cheryl@thepersonalagent.co.uk as to why you are unhappy with the response. They will then conduct a comprehensive review of your complaint and will give a final viewpoint in writing within 10 working days.

3: Independent redress

In the unlikely event that you are still dissatisfied you may then refer the matter to the Property Ombudsman at the following address:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

4: What next?

You will receive written confirmation from the Property Ombudsman that your complaint form has been received. They will then write to the branch in question, 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.