Our Internal Complaints Procedure

We are committed to providing a professional and high-quality service to all our clients and customers. However, despite our best efforts, there may be occasions when our service does not meet your expectations.

If you are unhappy with any aspect of our service, we encourage you to let us know. Your feedback is important to us and helps us identify areas where we can improve our standards and the service we provide.

Where possible, we ask that complaints are submitted in writing, providing as much detail as possible. This will allow us to fully understand the circumstances and investigate your concerns appropriately.

Stage 1 – Initial Complaint

Please submit your complaint to:

Name: Andrew Richardson
Position: Director
Email: andrew.richardson@aspreyestates.co.uk

We will acknowledge receipt of your complaint within 3 working days.

We will then investigate your concerns and provide a full written response within 15 working days of acknowledging your complaint.

Stage 2 – Internal Review

If we are unable to resolve your complaint through our Stage 1 process, you may request that the matter is reviewed under our Stage 2 procedure.

Please contact:

Name: Steven Brown
Position: Owner
Email: Steven.Brown@aspreyestates.co.uk

Your request for a Stage 2 review will be acknowledged within 3 working days, and we will provide a written response within 15 working days.

Stage 3 – Referral to Our Redress Provider

If you remain dissatisfied following our Stage 2 review, you may refer your complaint to our independent redress provider:

The Property Ombudsman (TPO)
Website: www.tpos.co.uk
Address: The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL

You may refer your complaint to The Property Ombudsman once you have received our Final Viewpoint Letter and remain dissatisfied with the outcome.

You may also refer your complaint directly to The Property Ombudsman if we have failed to provide a response to your initial complaint within 8 weeks of receiving it.

Important Information

Please note the following:

• You must submit your complaint to The Property Ombudsman within 12 months of receiving our Final Viewpoint Letter.

• When referring your complaint, you should provide all relevant supporting evidence and correspondence.

• The Property Ombudsman requires you to have first followed our internal complaints procedure before they will consider your complaint for independent review.

• The redress provider will only consider complaints once our internal complaints procedure has been exhausted, or where the applicable response timescales have not been met.