We are a member of The
Property Ombudsman Service (TPOS) and aim to provide the highest standard of
service to all our customers. In order to ensure that your interests are
safeguarded, we have put into place a set process by which any raised
complaints are handled; this allows us to handle any issues or concerns
effectively and wherever possible, as soon as they are raised.
More & Co Estates complaints procedure has been structured to ensure that
any concerns are dealt with as quickly and efficiently as possible. Please
follow this process:
Stage 1 - Branch Manager
In order that your concerns are addressed as efficiently as possible we ask that you first raise the issues verbally with the Branch Manager. All complaints should, in the first instance, be directed to the Branch Manager you have been dealing with. They will endeavour to resolve your complaint as soon as possible, otherwise no later than five working days from when they received notification of the issue.
Stage 2 – Write to Director
If you remain dissatisfied you may then further
your complaint in writing to the Director of More & Co Estates, the Branch
Manger will be happy to supply you with their name and contact details. Your complaint will be acknowledged within
three working days of receipt and an investigation undertaken. A formal written outcome of the investigation
will be sent to you within 15 working days.
Director of More & Co Estates
13 Green Lanes
London N13 4TT
Stage 3 – Refer the Matter to the Property
Director of More & Co’s Estates investigation, a written statement
expressing More & Co’s final view will be sent to you. This will include
any offer made. This letter will confirm that you are entitled if dissatisfied
to refer the matter to The Property Ombudsman within 12 months for a review.
After you have
received our final viewpoint letter, if you are still not satisfied with the proposed
resolution, you may approach The Property Ombudsman Service (TPOS). Details of
how to do this are contained within the final viewpoint letter alongside a link
to The Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.uk