Fine & Country Cumbria
Internal Complaints Policy
Here at Fine & Country Cumbria 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 and send it to Fine & Country Cumbria, 50 Warwick Road, Carlisle, CA1 1DN or email cumbria@fineandcountry.com. 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.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. We will review your file and speak to any members of our team who were involved. A formal written outcome of our investigation 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. Should you wish to escalate to this stage then please write to Louisa Thomson (Managing Director) at 50 Warwick Road, Carlisle, CA1 1DN, or via email at louisa.thomson@fineandcountry.com
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 remain dissatisfied, or more than 8 weeks has elapsed since the complaint was first raised, you can then contact The Property Ombudsman to request an independent review without charge: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury SP1 2BP, 01722333306, admin@tpos.co.uk, https://www.tpos.co.uk/
Please note the following: 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.