Complaints Handling Policy

Our complaints policy

We are committed to providing a high-quality service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact us with the details. We have 15 working days to respond to your complaint. If we have not resolved it within this time you may complain to The Property Ombudsman (TPO).

What will happen next?
  1. We will acknowledge receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will be handled by a member of our management team, who will review your file and speak to the member of staff who acted for you. If you have any evidence which may assist in this investigation, please include this information with your complaint.
  3. Collins Hillier Minton Director, Darren Hillier-Minton, will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 12 working days of sending you the acknowledgement letter. If a meeting is not convenient, this discussion can take place on the telephone.
  4. Within three working days of the meeting, Darren Hillier-Minton will write to you to confirm what took place and any solutions he has agreed with you. This may be via post or email.
  5. If you do not want a meeting or telephone call, Darren Hillier-Minton will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 12 working days of sending you the acknowledgement letter.
  6. If you are not satisfied with our response, we will write to you within 10 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. This is known as a ‘final viewpoint’ or ‘deadlock’ letter.
  7. If you are still not satisfied, you can then refer your complaint to our Alternative Dispute Resolution (ADR) entity – The Property Ombudsman (TPO) at:

The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL

You have 12 months from the date of our final viewpoint or ‘deadlock’ letter to refer your issues to TPO. You agree that we may disclose information relating to the sale of your property to the Ombudsman if you have registered a complaint and they ask for it. 

For further information on TPO, please visit www.tpos.co.uk or call 01722 333306