Aldous Craig want you to be fully satisfied with our service.

Sometimes things don’t go to plan and when something does go wrong, we need you to tell us about it.

This will help us to improve our standards.

If you have a complaint, our staff who you usually deal with will try to resolve it that day, so please tell them in the first instance.

Should they need some time to look into the matter, they will explain why and tell you how long it will take. If you’re not happy with the response you receive from the team, you can get in touch through our formal complaint’s procedure below.

Please put your formal complaint in writing either by email or letter, including as much detail as possible.

You can ask someone to help you put your complaint in writing if you wish. If you cannot put your complaint in writing, please contact us so we can document your complaint for you.

When contacting us, please tell us:

  • your name and contact details
  • confirmation of what your relationship is to the property
  • the full address of the tenancy property if you have those details
  • the aspect of our service you are complaining about.
  • how you would like us to put matters right.

We will then respond in line with the timeframes set out below. You can get in touch in two different.

ways – either by post:

Aldous Craig, Devon House, 9 – 11 High Street, Thames Ditton, Surrey. KT7 0SD

or by email admin@aldouscraig.co.uk email to reach the initial point of contact

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within three working days, enclosing na copy of this procedure.
  • We will investigate your complaint. A formal written outcome of our investigation will be sent to you within 10 working days of sending the acknowledgement letter. If there is a reason why we need more time than this we will tell you why.

If at this stage, you are still not satisfied, with the outcome.

  • We will write to you within 10 working days of receiving your request for a review, confirming our final viewpoint on the matter. If we need more time than this we will tell you why.

If you are still not satisfied with our final viewpoint (or more than 8 weeks have elapsed since the initial complaint was made) you can request an independent review from The Property Ombudsman without charge.

Address and Contact Details

The Property Ombudsman
Milford House
45 – 55 Milford House
Salisbury
Wiltshire
SP1 2BP

admin@tpos.co.uk

www.tpos.co.uk