Complaints Policy

This document sets out what to do in the event of a complaint.

Introduction

Tudor Sales & Lettings Ltd is committed to providing products and services of the highest standard. If for any reason, you feel you are not entirely satisfied with any aspect of our service, please let us know straight away.

Our Complaints department will investigate your complaint competently, diligently and impartially.

How to make your complaint:

Firstly, let us know what has happened. You can call us, email us or write to us. Our contact information is detailed on the next page of this document.

We will need to know:

• Your name and address.
• The property that this relates to.
• Details of how we can contact you.
• A clear description of your complaint and whether any 3rd party is involved.
• Details of what you would like us to do to resolve your complaint.
• If appropriate, copies of any relevant supporting documentation.

What happens next?

We will contact you within 5 working days of receiving your compliant, to let you know we are considering your complaint and clarify any points where necessary. If we can resolve your complaint within 5 working days, we will send you a Summary Resolution Communication. This is a written confirmation, which confirms that you made a complaint and that we now consider the matter resolved.

If you subsequently decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to the Property Ombudsman Service.

We will keep you regularly updated about what is happening and discuss our findings.

We will consider all the available evidence, the circumstances, relevant laws or regulation, as well as guidance from the Property Ombudsman where applicable. When we have investigated your complaint, we will write to you to let you know our final response. This detailed letter will tell you what we have found, what we plan to do and how we came to our decision.

If you are not satisfied with how we dealt with your complaint or you are not happy with our decision and wish to take it further, you may be able to contact the Property Ombudsman regarding your complaint.

If you have a complaint about how your personal data is being processed, please contact:

If we cannot resolve your complaint you can contact the Data Protection Regulator - Information Commissioners Office (ICO) by telephone 0303 123 113 or via the website www.ico.org.uk.