One Stop Property Solutions
IN-HOUSE COMPLAINTS PROCEDURE
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
-
- We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
- If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
- 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 Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
Happy Local Customers.....
Geoff and Ann Eastwood
We could not have sold the property without the help and advice from One Stop Property Solutions and fr this we are very greatful. We would not hesitate in recommending one Stop Property Soluitons to anyone wishing to sell their property, their knowledge and help was invaluable.
Hannah
I would without a doubt recommend One stop Property to friends and family, from the start they have been brilliant. With our property failing to sell with several local agents we turned to One stop Property for a solution, and they delivered we have now sold our property! I belive this is down to their continous hard work and never giving up, which other agents seem to do! Especially, we have to praise John, he has been very helpful and understanding of our situation throughout. John provides a good quality sevice and is always at the other end of the phone if needed, he is an asset to the company.
Jan Scott
The service from one stop property has been fantastic right through from prospective buyers to the house sale. Nothing is to much trouble for the whole team who have kept us informed with regular updates through phone calls, emails and text. After two years of trying to sell our house this has been a great turn around in a short space of time. Well done to all the team.
Mr & Mrs Meeks
What a fantastic service we received from the staff at ‘One Stop Property Solutions’ in our recent sale. The staff were friendly, considerate and very efficient. From day 1 we were kept up to date of progress to the final stage of selling are home, which took just 6 weeks. They rang at least three times a week and updated us on every detail. We never once had to chase the matter. Craig, John and Steph are a credit to ‘One Stop Property Solutions’. These were the 3 staff we dealt with the most but if we ever dealt with any other staff they were all equally as efficient and friendly. The staff are very well spoken, well presented in the Smart attire and provide a highest standard of service throughout. Thank you everyone for making the sale of are home stress free. Highly recommend ‘One Stop Property Solutions’ to anyone, they are best estate agents on the market by far!…