Making a complaint

Information for customers

Newcombe Residential is a member of The Property Ombudsman Service (TPOS) and we aim to provide the highest standards of service to all our Residential Lettings and Property Management customers. In order to ensure that your interests are safeguarded, we have put in place a complaints procedure, which we will follow in dealing with your complaint. Our aim is to handle any issues or concerns as quickly as possible, in order to achieve this we will, wherever we can, try and resolve your complaint at branch level.

Stage One – Branch Manager

All complaints should, in the first instance, be directed to the Manager of the branch you have been dealing with by letter, phone, email or in person. We do recommend however, that where possible you outline your complaint in writing, especially if it appears a complex issue. Complaints made will be acknowledged within 3 working days and you will be invited to make any comments you may have in relation to the circumstances leading up to your complaint. We will endeavour to resolve your complaint immediately but if that is not possible your complaint will be investigated thoroughly in accordance with our established procedures. A reply will be sent to you outlining your complaint, our findings and any action taken within 15 working days of receipt of the complaint.

Stage Two – Managing Director

Should your complaint remain unresolved, or should you still remain dissatisfied then you can refer it on to the Managing Director at 46 Suffolk Road, Cheltenham, Gloucestershire, GL50 2AQ. We request that you send a written summary of your complaint within one month of receiving the Branch Manager’s response. The Managing Director will acknowledge your complaint within three working days of receipt of your letter and provide you with a written response within 15 working days. He will undertake a review of your complaint, including how it’s been handled to date, which may include further investigations into the background of your concerns. Then within 15 days from receipt of your letter, He will set out in writing to you, his findings and recommendations as a “final view” on how he believes your complaint can be resolved.

Stage Three – The Property Ombudsman

After you have received a response from the Managing Director and if you are not satisfied with his proposed resolution, you may approach The Property Ombudsman Service. Details of how to do this are contained within the Managing Director’s final view point letter, The Property Ombudsman consumer guide or online at www.tpos.co.uk. Should you wish to contact The Property Ombudsman the details are:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Tel: 01722 335 458
Email: admin@tpos.co.uk

Please note that you must do so within twelve months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints procedure is exhausted.