Complaints Procedure

If you have a complaint, please put this in writing (letter or email) to us. We will acknowledge receipt and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.

We consider the needs of the individual and, 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.

Stage 1 - Your Complaint

Please put your complaint in writing by email and address it to Matthew Cooper (Managing Director), matthew.cooper@yeshomebuyers.com.

Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.

Stage 2 - Our Acknowledgement

Your complaint will be acknowledged, and we will start our in-house complaints procedure

Timescale: Within 3 working days of receiving your complaint.

Stage 3 - Our Investigation

Your complaint will be investigated and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate

Timescale: Within 15 working days of receiving your complaint

Stage 4 - Our Final Investigation

If you remain unhappy, your subsequent complaint will be investigated and we will provide a written response outlining our final position and proposing resolutions where appropriate.

Timescale: Within 15 working days of receiving your response

Stage 5 - The Property Ombudsman

Should you remain dissatisfied after receiving our final viewpoint letter you can refer your complaint to:

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

01722 333306

www.tpos.co.uk
admin@tpos.co.uk

Timescale: You must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter.

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Note: If we have not addressed your complaints within eight weeks, you can refer your complaint to the Ombudsman. No charge will be made for any complaint we handle.