Complaints procedure

Tell us what has gone wrong

We are committed to providing a professional service to all our clients and customers. 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 put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below. If you feel we have not sought to address your complaint within eight weeks, you may be able to refer your complaint to The Property Ombudsman to consider without our final viewpoint on the matter.

Write to us at hello@sailhomes.co.uk, or call 0808 196 5200 and we will take the details and confirm them back to you in writing.

What will happen next

We will acknowledge your complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate. This will normally be dealt with by the office manager, who will review your file and speak to the member of staff who dealt with you. A formal written outcome will be sent to you within 15 working days of sending the acknowledgement letter.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied

If you remain dissatisfied, you can contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd

admin@tpos.co.uk

01722 333 306

www.tpos.co.uk

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including 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.