Our Complaint Handling Procedure
Fine and Country always aims to exceed their client’s expectations with our lettings and estate
agency business. Whilst we operate in a professional manner, and to the highest standards, it may be
possible for you to be unhappy with an aspect of our service.
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 complaints
within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider
without our final viewpoint on the matter).
Making an Initial Complaint
If you have a complaint, then please:
• E-mail us at: bronwyn.schmidt@fineandcountry.com
• Or write to us: Bronwyn Schmidt, Customer Liaison Manager, Fine & Country York: Blake House,
18 Blake Street, York, YO1 8QG.
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. 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 of our
investigation will be sent to you within 15 working days of sending the acknowledgement letter.
Making a Formal Complaint
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.
• E-mail us at: frances.bowling@fineandcountry.com
• Or write to us: Frances Bowling, Manager, Fine & Country York: Blake House, 18
Blake Street, York, YO1 8QG.
Please provide full details of your complaint and copies of any supporting evidence for our consideration.
Resolving Your Complaint
In line with The Property Ombudsman guidelines, we will write to you within 15 working days of receiving
your request for a review, confirming our final viewpoint on the matter. In our written response we will
explain:
• The outcome of our investigation.
• What we will do to put things right if we have made a mistake.
Ombudsman Review
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks
has elapsed since the complaint was first made) you can request an independent review from The Property
Ombudsman without charge.
The Property Ombudsman will not investigate any complaint that has not followed the in-house complaints
process above.
Further details of The Property Ombudsman can be found on this link www.tpos.co.uk or by writing to them at:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@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 complaint
procedure, before being submitted for an independent review.