Complaints procedure
Felicity J. Lord is a member of The Property Ombudsman Scheme (TPOS). We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us improve our standards.
We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.
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.
The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at Branch level.
Please find below our guidance for making a complaint in relation to:
This would be if you are buying or selling a property with one of our branches.
This would be if you are a Landlord letting your property with us with either a Let only, a Rent Collect or a Fully Managed Service or a Tenant renting a property with us.
Residential Estate Agency - making a complaint
Stage One – Branch Manager/Area Partner
All complaints in the first instance should be directed to the Manager of the Branch or if you wish the Area Partner for the Branch you have been dealing with. Your complaint will be acknowledged within 3 working days. They will endeavor to resolve your complaint immediately, and no later than 5 working days of the first notification.
Stage Two – Divisional Estate Agency Director
If you remain dissatisfied, you may further your complaint, which must be in writing, to the Estate Agency Director responsible for the branch in question. You must write to the EA Director within one month of receiving the Stage 1 response.
The Branch Manager/Area Partner can provide you with details of who to contact.
The EA Director will acknowledge your complaint within 3 workings days of receipt of the email/letter and provide you with a full written response within 15 working days.
Stage Three - Customer Resolutions Manager
If you remain dissatisfied, you may address your concerns, in writing, to the Customer Resolutions Manager (CRM) within one month of the response from the Estate Agency Director. Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter. Your complaint should be sent to:
Mrs Anne Boylan (Please only address correspondence to Anne Boylan if you are a Buyer or Seller. Landlords or Tenants, please see below section)
EA Customer Resolutions Manager
Spicerhaart Head Office Colwyn House
Sheepen Place Colchester
CO3 3LD
Or by email to EAcustomer.relations@spicerhaart.co.uk - (Do not use this email if you are a Tenant or Landlord, please see below)
Stage Four - The Property Ombudsman (TPOS)
If you are still not satisfied with our final viewpoint (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
admin@tpos.co.uk
01722 333 306
www.tpos.co.uk
Make a Complaint - The Property Ombudsman (tpos.co.uk)
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final
viewpoint, 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.
Residential Lettings & Property Management Complaints Procedure
For Landlords, Tenants and Other Parties Associated with Rental Properties
This complaints procedure applies specifically to residential lettings and property management matters and is separate from our Estate Agency (Sales) Complaints Procedure.
We are committed to providing a high standard of service and ensuring that any concerns are addressed fairly, promptly and professionally.
Our complaints process is managed centrally by Lettings Customer Relations, providing a consistent approach to complaint handling, investigation and resolution.
How to Submit a Complaint
We operate a structured complaints process to ensure that we receive the information necessary to investigate your concerns thoroughly and efficiently.
We ask that all complaints are submitted using our online Lettings Complaint Form:
Submit a Lettings or Property Management Complaint
If you are unable to complete the online form, or would prefer to submit your complaint in another format, please contact: lettingscustomer.relations@spicerhaart.co.uk
We will be happy to assist you and arrange an alternative method of submitting your complaint.
Once your online form has been submitted, it will be sent directly to Lettings Customer Relations. You will also receive an automated copy at the email address you have provided, confirming successful submission.
All complaints are coordinated by Lettings Customer Relations, who will ensure that your concerns are directed to the appropriate team for investigation and resolution.
All complaints are registered from the date they were first received by the business, regardless of which individual or department received them.
Stage 1 – Complaint Acknowledgement, Investigation and Resolution
All complaints will be formally registered and acknowledged in writing within 3 working days of their original receipt by the business.
Your acknowledgement will include:
• Your unique complaint reference number.
• Confirmation that your complaint has been registered.
• The date by which you can expect to receive a formal response.
We aim to provide a full written response to your complaint within 15 working days of its original receipt by the business.
Early Resolution
We recognise that many concerns can be resolved quickly through direct communication with the Branch or Property Management Team responsible for the matter.
Where appropriate, Lettings Customer Relations will ask the relevant team to contact you directly and seek an early resolution, ideally within the first 5 working days of your complaint being received by the business.
If you confirm that you are satisfied with the resolution, your complaint will be closed and written confirmation will be provided.
If an early resolution cannot be reached, your complaint will continue through the formal investigation process without the need for you to resubmit it.
The early resolution process does not delay, extend or restart the original 15-working-day response period.
Formal Investigation
Where a complaint cannot be resolved at an early stage, a full investigation will be undertaken by an appropriate Manager who is not personally named in your complaint.
You will receive a written Stage 1 Formal Response within 15 working days of the date your complaint was originally received by the business.
The response will explain the findings of the investigation, the outcome and any proposed action or resolution.
The issue of our Stage 1 Formal Response concludes this stage of our complaints procedure. If you remain dissatisfied with the outcome, you may request a further review under Stage 2 – Company Final Viewpoint, as outlined below.
Stage 2 – Company Final Viewpoint (Lettings)
If you remain dissatisfied with the Stage 1 Formal Response, you may request a further review.
We ask that you submit your request within 30 days of receiving your Stage 1 response. Requests received after this period will be considered in light of the individual circumstances.
Please email your request to: lettingscustomer.relations@spicerhaart.co.uk
You do not need to complete another complaint form. However, please explain why you remain dissatisfied with the Stage 1 response and identify any matters you believe have not been adequately addressed.
To avoid unnecessary delays, please ensure your escalation is sent directly to Lettings Customer Relations rather than to the Branch or another department.
Your complaint will be reviewed by Lettings Customer Relations and referred to the appropriate Head of Property Management or Lettings, who will not be personally named in your complaint.
You will receive:
• Written acknowledgement of your Stage 2 escalation.
• Confirmation of the date by which you can expect our Company Final Viewpoint.
• Continued use of your original complaint reference number.
We will issue our written Company Final Viewpoint within 15 working days of acknowledgement of your Stage 2 escalation.
The response will explain the findings of the review, the outcome and any proposed action or resolution.
The issue of our Company Final Viewpoint concludes our internal complaints procedure. If you remain dissatisfied with the outcome, you may refer your complaint to The Property Ombudsman for independent consideration.
Independent Review by The Property Ombudsman
If you remain dissatisfied after receiving our Company Final Viewpoint, you may refer your complaint to The Property Ombudsman (TPO) for independent consideration.
You should refer your complaint to The Property Ombudsman within 12 months of the date of our Company Final Viewpoint.
The Property Ombudsman can generally consider a complaint once our internal complaints procedure has been exhausted, or where more than 8 weeks have elapsed since you first submitted your complaint to us in writing.
The Property Ombudsman is an independent redress scheme and provides a free service to consumers.
The Property Ombudsman
Website: https://www.tpos.co.uk
Contact Details – Lettings & Property Management Complaints
All complaints, enquiries and requests for escalation relating to residential lettings or property management should be directed to:
Lettings Customer Relations
Email: lettingscustomer.relations@spicerhaart.co.uk
The complaints process is overseen by Jane Sanderson - Commercial & Customer Relations Manager (lettingscustomer.relations@spicerhaart.co.uk).
To ensure that complaints are recorded, monitored and progressed appropriately, all correspondence should be sent to the central Lettings Customer Relations email address.
Please note: This procedure applies exclusively to Lettings and Property Management complaints. Complaints relating to property sales or estate agency services are handled under our separate Estate Agency (Sales) Complaints Procedure.
