MR HOMES are committed to the highest standards of service and compliance; we are bound by the PROPERTY OMBUDSMAN’S CODE of PRACTISE. We understand that sometimes things can go wrong but if they do, we are totally committed to resolving issues with the minimum of inconvenience. Our complaints procedure has been 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 [email protected]. Where possible we will deal directly and efficiently with your complaint, we are here to help
WE HAVE A STANDARD PROCEDURE FOR HANDLING COMPLAINTS WHICH IS AS FOLLOWS:
1. Making a complaint
Our company is independently owned and operated and has a Compliance Officer based at its head office in Cardiff. In the first instance your complaint should be directed in writing to our Compliance Officer, Jayne Thomas. Your complaint will be acknowledged within 3 working days of receipt. The office will conduct a full and thorough investigation and a full written response will be sent within 15 working days.
2. If you remain dissatisfied
In this case you should refer the matter to our CEO Michael Roach who will internally work with the Compliance Officer and investigate further your complaint. He will report back in writing within 8 weeks with her findings.
3. In the unlikely event that you are still dissatisfied then you may refer the matter to the Property Ombudsman at the following address:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel No: 01722 333 306
Email: [email protected]
Website: www.tpos.co.uk
Please be aware that you have up to 12 months from the date of the final viewpoint letter to refer your complaint to the Ombudsman in writing.
4. What happens next?
You will receive written confirmation from the Property Ombudsman that your complaint has been received. They will write to MR Homes, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.
The complaint will be reviewed by the Property Ombudsman’s office together with the response from MR Homes and a recommendation will be made to the Ombudsman who will then make a final decision which is binding upon MR Homes.
If you are still not satisfied after the last stage of the in-house complaint procedure (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
Thank you for notifying us of your dissatisfaction, to ensure we are able to answer your concerns properly I would be most grateful if you itemise your concerns specifically including dates, names of any individuals connected and copies of any emails /texts which support your concerns.
Yours sincerely
Jayne Thomas
Mr Homes Estate Agents Ltd
