Parish Properties Ltd T/A Fine & Country: Internal Complaints Handling Procedures
Here at Fine & County we pride ourselves on the level of customer service that we provide. In the event that you feel dissatisfied with our service and wish to make a complaint, you will need to follow our Complaints Handling Procedure (CHP), details of which can be found below:
Membership details
Parish Properties Ltd is a member of The Property Ombudsman Scheme (TPOS); the National Association of Estate Agents (NAEA); the Guild of Professional Estate Agents (GPEA) and the Portsmouth Property Association (PPA).
By belonging to these organisations, we are required to follow strict professional standards.
Stage One to Stage Three – [Director]
We would request that you initially make your complaint in writing to the Director in charge of the section of our company to which the issue arose. Upon receipt of your complaint he/she will assess your submission and will respond within three working days of receiving your written complaint.
Contact details:
Mr Colin J Shairp
Parish Properties Ltd T/A Fine & Country
141 Havant Road
Drayton
Portsmouth
Hampshire
PO6 2AA
We aim to resolve all complaints during this initial stage. However, if you are still dissatisfied, you will need to progress your complaint through the following process.
Stage Two – [Director]
If you with to progress your complaint beyond stage 1, you must do so within 28 days of receiving their response. Once in receipt of your complaint, which must be in writing, the Director will acknowledge your correspondence within three working days. You will receive a full response within 15 working days.
Contact details:
Mr Colin J Shairp
Parish Properties Ltd T/A Fine & Country
141 Havant Road
Drayton
Portsmouth
Hampshire, PO6 2AA
Stage Three – Director
Should you feel we have not satisfactorily dealt with the matter; you may address your complaint to the Director, this must be done within 28 days of the letter from the Director. Your correspondence will be acknowledged within three working days and he/she will issue a Final Viewpoint letter within a further 10 working days.
Contact details:
Mr Colin J Shairp
Parish Properties Ltd T/A Fine & Country
141 Havant Road
Drayton
Portsmouth
Hampshire
PO6 2AA
Stage Four - The Property Ombudsman Scheme:
Upon receipt of our Final Viewpoint letter, in the event that you remain dissatisfied, you may contact the Ombudsman.
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.
The contact details for The Property Ombudsman Scheme are as follows:
Telephone: 01722 333 306, email: admin@tpos.co.uk, website: www.tpos.co.uk or post:
TPOS Complaints, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
The Ombudsman will not consider your complaint until you have exhausted our internal complaints procedure.
Stage Five – NFoPP Regulation
Once the Ombudsman has concluded his investigation you may forward your complaint to the Propertymark (NAEA) Regulation Department which is the regulatory function of the NAEA, ARLA, ICBA and NAVA.
You will need to submit your complaint to the NFoPP Regulation Department within six months of the Ombudsman’s final review. You should include a copy of the Ombudsman’s review a copy of your signed acceptance/rejection letter and any other supporting documentation which you feel will assist the assessment of your complaint.
The contact details for the NFoPP Regulation are:
Email: complaints@nfopp-regulation.co.uk, website: www.nfopp-regulation.co.uk or post:
NFoPP Regulation, Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG.
Parish Properties Ltd T/A Fine & Country
Registered Office: 24 Park Road South, Havant, Hampshire, PO9 1HB
Company Reg No. 6792128
Contact Colin J Shairp Cert Res EA FNAEA AGPEA - Director