At Robert Carter We are committed to providing all our clients with the most professional service possible. If something goes wrong, we want to know about it so we can resolve the matter quickly and to your satisfaction. This will help us maintain and improve our standards.

Therefore, if you have a complaint, please put it in writing, including as much detail as possible to: 1 Lodge Close, Bicester, Oxfordshire, OX26 3TE

What will happen next?
We will send you a letter acknowledging receipt of your complaint within 3 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.

Keep you informed by letter, if we need more time with an explanation and an indication of a timescale.

Liaise, at your request, with anyone acting formally on your behalf.

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.

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 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
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
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 complaint’s procedure, before being submitted for an independent review.