COMPLAINTS PROCEDURE

We aim to achieve the highest level of customer service, but understand that occasionally things don’t always go to plan.  If you’re unhappy with anything we’ve done we’d really love the opportunity to put it right, and for you to be really happy! 

We urge to you call and discuss any issues directly with the team in the first instance, and in 99% of cases we can resolve matters.  However, if you remain unsatisfied here is how you can formally raise a complaint:

STAGE ONE

Please send your complaint in writing to either Andy Bridgeman (rentals) or Jo Luxton (sales).  Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.  We will acknowledge receipt of your complaint within 3 working days of receiving it.  We will then thoroughly investigate your complaint, and will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate within 15 working days of receiving your complaint.

Helmores, 111-112 High Street, Crediton, EX17 3LF

[email protected] (sales)

[email protected] (rentals)

01363 777 999

We aim to resolve all complaints during this initial stage. However, if you are still dissatisfied, you will need to progress your complaint.

STAGE TWO

If you remain dissatisfied you should contact us again,  and we will conduct a separate review to take place by Rob Stoyle, owner of Helmores.  This will outline our final viewpoint on the matter and we will respond within 15 working days of receiving your request for a further review.

Helmores, 111-112 High Street, Crediton, EX17 3LF

[email protected]

01363 777 999

STAGE THREE

If our final viewpoint letter does not resolve matters (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman

Telephone: 01722 333 306

email: [email protected]

website: www.tpos.co.uk

TPOS Complaints, Milford House, 43-55 Milford Street, Salisbury,  Wiltshire SP1 2BP

You must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter.