Feedback Policy

IN-HOUSE COMPLAINTS PROCEDURE

Steve Latham & Co. 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.

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 wish to make a complaint, in the first instance please discuss the matter with us. If you remain dissatisfied, please put your complaint in writing and send it to our office address:

Steve Latham & Co., 11 Church Avenue, Leighton Buzzard, Bedfordshire  LU7 1AD.

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 written acknowledgment of the 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 be dealt with by the Business Owner/Compliance Officer 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 receipt of the original complaint.
  • 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 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, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Tel: 01722 333 306 Email: admin@tpos.co.uk  www.tpos.co.uk

Please note the following:

Please be aware that you will need to address your complaint to us, before contacting The Property Ombudsman and that you have 12 months from the date of our final viewpoint letter to submit your complaint (including any evidence to support your case).