Comyn and James Estate Agents
Company Internal Complaints Handling Procedure
2018 /2019
At Comyn and James we pride ourselves on the level of customer service that we provide. In the event that you feel dissatisfied with our service and wish to make a complaint we need you to tell us about it. This will help improve our standards.
If you have a complaint please put it in writing including as much detail as possible. We have 8 weeks to consider your complaint.
Comyn and James is a member of The Property Ombudsman Scheme (TPOS) Member Number N03442 , the Ombudsman Services and the National Association of Estate Agents (NAEA);
By belonging to these organisations we are required to follow strict professional standards.
Our Complaints Handling Procedure is as follows :
We would request that you initially make your complaint in writing to either of our two Directors :
Mr Michael Comyn or Mr Simon James. Upon receipt of your complaint he will acknowledge by letter receipt of your complaint within three working days of receiving it.
Contact details: Mr Michael Comyn or Mr Simon James
Comyn and James LLP 143A Lower Street Pulborough West Sussex RH20 2AD
We aim to resolve all complaints during this initial stage. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
If you are still dissatisfied please contact us again and we will arrange for a separate review to take place.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact the Property Ombudsman to request an independent review. The Ombudsman requires that all complaints are addressed through our company’s in-house complaints procedure before being submitted for an independent review.
The length of time that a consumer has to refer their complaint to the Ombudsman is
12 months from the date of our Final View Point letter.
The contact details for The Property Ombudsman Scheme are as follows :
Tel : 01722 333 306 email : admin@tpos.co.uk, website: www.tpos.co.uk or post :
TPOS Complaints, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
The contact details of the Ombudsman Services Property are as follows:
Tel : 0330 440 1634, website: www.ombudsman-services.org/property or post:
OS:P Complaints, The Brew House, Wilderspool Park, Greenall’s Avenue, Warrington, WA4 6HL
The contact details of the Property Redress Scheme are as follows:
Telephone: 0208 275 7131, email: info@theprs.co.uk, website: www.theprs.co.uk or post:
PRS Complaints, Kingmaker House, Station Road, Barnet, Hertfordshire, EN5 1NZ
Once the Ombudsman has concluded his investigation you may forward your complaint to the NFoPP Regulation Department which is the regulatory function of the NAEA, ARLA, ICBA and NAVA.
You will need to submit your complaint to the NFoPP Regulation Department within six months of the Ombudsman’s final review. You should include a copy of the Ombudsman’s review together with a copy of your signed acceptance/rejection letter and any other supporting documentation which you feel will assist the assessment of your complaint.
The contact details for the NFoPP Regulation are:
Email: complaints@nfopp-regulation.co.uk, website: www.nfopp-regulation.co.uk or post:
NFoPP Regulation, Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG.
Comyn and James LLP Registered Office : 143A Lower Street, Pulborough, West Sussex RH20 2AD.
Tel : 01798 888111 e-mail : property@comynandjames.co.uk
