Our Complaints Procedure
When things need sorting out
We're committed to providing the highest level of service possible, but sometimes, things can go wrong.
By letting us know when you have a problem, we can work with you to understand what’s happened and put it right.
The following explains how to make us aware of your views so that we can address any concerns quickly and professionally.
How to report a complaint
Firstly, contact us to explain what part of our service you’re unhappy with. You can get in touch by phone, post or email.
We aim to resolve issues immediately. If we can’t for any reason, we’ll escalate your concerns within our business for further review.
Contact details:
Changing Home
40 Lower Bridge Street,
Chester CH1 1RS
T: (+44) 1244 345664
E: jeremy@changing-home.co.uk
W: changing-home.co.uk
Next steps
When we receive your complaint, we’ll:
· Acknowledge it within three working days, outlining who’s responsible for investigating the issues raised
· Collate as much information as possible, liaising with the various individuals involved to establish all the facts
· Send a detailed response within fifteen working days, telling you of our outcome and proposed resolution. We’ll let you know if we need any extra time and why.
All complaints are kept confidential and dealt with in a fair and unbiased way. If we don’t hear from you within eight weeks of our response, we’ll assume the matter has been resolved and the complaint will be closed.
If you have concerns in the meantime, you should get in touch with the contact whose name was on the acknowledgement letter.
If you’re not happy with our response…
Let us know so we can review things. We’ll acknowledge your concerns within three working days.
Where possible, we’ll give you a final response within fifteen working days. If we can’t, we’ll let you know when we anticipate a resolution and advise you of your right to appeal to a third party.
If you’re still not satisfied with the outcome, we’d advise you to contact Propertymark.
Propertymark
Changing Home is a member of Propertymark.
Propertymark investigate complaints against their members where there is evidence an agent has breached their conduct and membership rules. Examples can include (but are not limited to) misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.
Contact details:
Arbon House
6 Tournament Court
Edgehill Drive
Warwick CV34 6LG
T: (+44) 1926 496 800
W: propertymark.co.uk
The Property Ombudsman
Ultimately you may contact The Property Ombudsman to request an independent review. You must do this within 12 months of receiving our final view, and you should include 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.
Contact details:
The Property Ombudsman Limited
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
T: 01722 333 306
W: tpos.co.uk
