Customer Complaints Procedure
We are committed to delivering a professional and high-quality service to all our clients and customers. However, if something goes wrong, we want to hear about it. Your feedback helps us improve our service and address any concerns efficiently and effectively.
If you have a complaint, please submit it in writing via letter or email, providing as much detail as possible. We will acknowledge and respond to your complaint in accordance with the timescales outlined below. Our aim is to resolve all complaints within a maximum of eight weeks.
Our Complaints Process
1. Acknowledgement of Complaint
We will acknowledge receipt of your complaint within 3 working days of receiving it.
2. Investigation and Response
Your complaint will generally be investigated by the Branch Manager, who will provide a formal written response
addressing your concerns and proposing any necessary resolutions. We aim to provide this response within 15
working days of receiving your complaint. If additional time is required, we will inform you in writing and provide
an updated response timeline.
3. Escalation of Complaint
If you are not satisfied with the Branch Manager’s response, you may escalate your complaint to the Managing
Director, Mr Gavin Curd. You can contact him via email at gavin.curd@fineandcountry.com or send a written
complaint to:
Mr Gavin Curd
Fine & Country – Head Office
11 Colman Parade
Colman House
Maidstone
Kent
ME14 1DJ
We will acknowledge receipt of your escalated complaint within 3 working days. A comprehensive review will be
conducted, and a final written response will be provided within 15 working days. If additional time is required, we
will notify you accordingly.
4. The Property Ombudsman (TPO)
If you remain dissatisfied after receiving our final viewpoint letter, you may refer your complaint to The Property
Ombudsman (TPO) for an independent review.
Contact Details for The Property Ombudsman:
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
Email: admin@tpos.co.uk
Telephone: 01722 333306
Website: www.tpos.co.uk
Important Notes:
Complaints must be referred to The Property Ombudsman within 12 months of the date of our final viewpoint
letter.
The Property Ombudsman requires that all complaints are addressed through our internal complaints procedure
before an independent review is conducted.
We take all complaints seriously and appreciate your cooperation in following this procedure. Thank you for helping
us maintain and improve our standards of service