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Complaints procedure
House Estate Agents, is a member of The Property Ombudsman Service, we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced.
However if you have a problem relating to HOUSE Estate Agents, Please discuss this with us by contacting us on 0161 429 0088 or by emailing us at offerton@houseea.co.uk.
Our aim is to deal with your problem efficiently and fairly. If you feel that your complaint is not being resolved to your satisfaction, please ask to speak to our Office Manager Denise Carroll.
Your complaint will usually be acknowledged within 24 hours, but not longer than 3 working days, investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint.
If the response by our Office Manager does not resolve the matter to
your satisfaction, you can ask the Office Manager to refer the
complaint to the company Partner, or alternatively you can write
to:
Amanda Stansfield
Partner
HOUSE Estate Agents
221 Hall Street
Offerton
Stockport
Cheshire
SK1 4JG.
A letter acknowledgement will be sent to you within 3 working days. It will also confirm our understanding of your complaint and state when we will be able to reply in greater detail. We may ask for additional information, if this is required to assist resolving the matter. A formal written outcome of this investigation will be sent to you within 15 working days.
If your problem has still not been resolved by our company Partner, please write to Mr P. Stansfield, who is our Managing Partner. Your letter should clearly state why you are still dissatisfied and what further action you wish HOUSE Estate Agents to take to fully resolve your complaint.
Our Managing Partner will fully investigate any issues and respond within 15 working days of receiving your letter. In all but exceptional cases, upon receipt of your complaint, HOUSE Estate Agents will have issued you with its final response by letter. this will be accompanied by Property Ombudsman Service Consumer Guidelines.
If you are still not satisfied with the action taken by HOUSE Estate
Agents, you can write to:
Property Ombudsman Service
Beckett House, 4 Bridge Street
Salisbury
Wiltshire
SP1 2LX
(Telephone: 01722 333306)
The Property Ombudsman Service will consider your complaint, taking in to account any points made by yourself and HOUSE Estate Agents. The Property Ombudsman Service may refuse to investigate a complaint where the issue refers to something that took place more than twelve months before you complained in writing to HOUSE Estate Agents, or you referred your complaint to The Property Ombudsman Service more than six months after you received HOUSE Estate Agents final answer or settlement proposal.
The Property Ombudsman Service may try to settle the dispute by agreement between you and HOUSE Estate Agents. If this is not successful, the Ombudsman will consider all the relevant facts and draw a conclusion according to what he/she believes to be fair outcome in the circumstances.
The Ombudsman will send his decision to you and HOUSE Estate Agents. You can accept or reject their decision. If you reject The Property Ombudsman Service decision then you are unable to proceed with this course of action. If you wish to take legal action, you can do so. Your legal rights will not have been affected by The Property Ombudsman Service decision.