complaints

We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.

If you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.

Stage 1—Your Complaint

Please put your complaint in writing either by letter or email and address it to Stephen Caiels (Director). Please include as much detail as possible, including dates, names of any members of staff you dealt with, and enclosing/attaching any supporting evidence where possible.

Mr Stephen Caiels

48 Boundary Road

Hove

East Sussex

BN3 4EF

Email: steve@cales.co.uk

 

Stage 2—Our Acknowledgement

Your complaint will be acknowledged and we will start our in house complaints process within 3 working days of receiving your communication.

Stage 3—Our Investigation

Your complaint will be investigated and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate within 15 working days.

Stage 4—Final Viewpoint

If you remain dissatisfied, you should contact us again and we will conduct a separate review carried out by an alternative member of the management staff within 15 working days of your latest communication.
This will outline our final viewpoint on the matter.

Stage 5—The Property Ombudsman

If our final viewpoint letter does not resolve matters (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. (You must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter)

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
01722 333306
www.tpos.co.uk admin@tpos.co.uk