Complaints procedure

Darlows is a member of The Property Ombudsman Scheme (TPOS). 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 improve our standards.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

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.

The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at Branch level.

Please find below our guidance for making a complaint in relation to:

This would be if you are buying or selling a property with one of our branches.

This would be if you are a Landlord letting your property with us with either a Let only, a Rent Collect or a Fully Managed Service or a Tenant renting a property with us.

Residential Estate Agency - making a complaint

Stage One – Branch Manager/Area Partner

All complaints in the first instance should be directed to the Manager of the Branch or if you wish the Area Partner for the Branch you have been dealing with. Your complaint will be acknowledged within 3 working days. They will endeavor to resolve your complaint immediately, and no later than 5 working days of the first notification.

Stage Two – Divisional Estate Agency Director

If you remain dissatisfied, you may further your complaint, which must be in writing, to the Estate Agency Director responsible for the branch in question. You must write to the EA Director within one month of receiving the Stage 1 response.
The Branch Manager/Area Partner can provide you with details of who to contact.
The EA Director will acknowledge your complaint within 3 workings days of receipt of the email/letter and provide you with a full written response within 15 working days.

Stage Three - Customer Resolutions Manager

If you remain dissatisfied, you may address your concerns, in writing, to the Customer Resolutions Manager (CRM) within one month of the response from the Estate Agency Director. Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter. Your complaint should be sent to:

Mrs Anne Boylan (Please only address correspondence to Anne Boylan if you are a Buyer or Seller. Landlords or Tenants, please see below section)
EA Customer Relations Manager
Spicerhaart Head Office Colwyn House
Sheepen Place Colchester
CO3 3LD

Or by email to EAcustomer.relations@spicerhaart.co.uk - (Do not use this email if you are a Tenant or Landlord, please see below)

Stage Four - The Property Ombudsman (TPOS)

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


The Property Ombudsman
admin@tpos.co.uk
01722 333 306
www.tpos.co.uk
Make a Complaint - The Property Ombudsman (tpos.co.uk)


Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final
viewpoint, including any evidence to support your case.


The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure,
before being submitted for an independent review.

Residential Lettings & Property Management - making a complaint

Our Customer Complaints Procedure – Residential Lettings & Property Management

Darlows is a member of The Property Ombudsman Scheme (TPOS). 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 helps us to improve our standards.

We will, where appropriate, make reasonable adjustments for consumers who may be disadvantaged due to factors such as age, infirmity, disability, lack of knowledge, linguistic or numeracy ability, economic circumstances, bereavement, or if English is not their first language.

If you have a complaint, please put it in writing and include 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 complaint within eight weeks, you may refer your complaint to The Property Ombudsman to consider without our final viewpoint.

When you make a complaint, we will issue you with a Customer Resolution Form. This form is designed to assist us in understanding the details of your concerns and will help us conduct a thorough investigation.

The aim of this process is to resolve any issues or concerns as quickly as possible, although in most cases we hope that matters are resolved at Branch level.

Stage One – Branch / Property Management Manager

All complaints in the first instance should be directed to the Manager of the Branch or Property Management Team you have been dealing with. Your complaint will be acknowledged within 3 working days. They will aim to resolve your complaint immediately, and no later than 5 working days from the first notification.

Stage Two – Divisional Lettings Director

If you remain dissatisfied, you may escalate your complaint, in writing, to the Divisional Lettings Director responsible for the branch or region. You must write to the Director within one month of receiving the Stage One response.
The Branch or Property Management Manager can provide you with the correct contact details.
The Director will acknowledge your complaint within 3 working days of receipt and provide you with a full written response within 15 working days.

Stage Three – Customer Resolutions Manager

If you remain dissatisfied, you may refer your concerns, in writing, to the Customer Resolutions Manager (Lettings) within one month of the Stage Two response. Your complaint will be acknowledged within 3 working days, and you will receive a final view written response on behalf of the Company within 15 working days.

Please send your complaint to:


Lettings Customer Relations
Spicerhaart Head Office
Colwyn House, Sheepen Place, Colchester, CO3 3LD
Email: LettingsCustomerRelations@spicerhaart.co.uk

 

Stage Four – The Property Ombudsman (TPOS)

If you are still not satisfied with our final viewpoint (or more than 8 weeks have elapsed since the complaint was first made), you can request an independent review from The Property Ombudsman at no charge.

 


The Property Ombudsman
admin@tpos.co.uk
01722 333 306
www.tpos.co.uk
Make a Complaint - The Property Ombudsman (tpos.co.uk)


Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final
viewpoint, including any evidence to support your case.


The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure,
before being submitted for an independent review.