COMPLAINTS PROCEDURE

Making a complaint (procedure for Customers)

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 your 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.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk


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 complaint procedure, before being submitted for an independent review.

The aims of our complaint procedure
to provide a simple, effective system for dealing with complaints against ODOS Properties or any Partner of ODOS Properties, and/or respective representatives.
to provide a formal response within a given timescale
to respect an individual’s right to complain or disagree with the outcome
to resolve a complaint fairly and speedily

Who can make a complaint?
Anyone who is not satisfied with any service provided by the above parties;
Anyone who claims to have suffered an injustice as a result of action taken, or not taken, by or on behalf of the above parties.

How complaints can be made?
Complaints need to be submitted in writing (use address provided below) or to the email address provided within this procedure.

Stage One - ODOS Office Manager
All complaints will, in the first instance, be directed to the Manager of ODOS Properties. They will endeavour to acknowledge receipt of your complaint as soon as possible, otherwise no later than three working days from when they received notification of the issue.
When you contact us, please include as much detail as possible including dates, names of any members of staff you dealt with and whether you are able to include any supporting evidence.
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.

Stage Two – ODOS Managing Director
If you remain dissatisfied, you may then further your complaint in writing to the Managing Director, the Managing Director will supply you with their name and contact details. Where necessary, if the situation remains unresolved, we recommend that the issue is raised within one month of completing Stage 1.
Your escalation will be acknowledged within three working days of receipt and the Managing Director will work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within fifteen working days.
Please address complaint correspondence to:
The Office Manager
ODOS Properties Limited
Unit 12B,
Newent Business Park,
Gloucestershire,
GL18 1DZ.
Or email: complaints@odospropertiesltd.co.uk

Stage Three - The Property Ombudsman
After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution (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 Service (TPOS) can be contacted by using the address and information at the top of this web page.

Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaint’s procedure has been exhausted.