We are a proud member of The Property Ombudsman Service, we aim to provide the highest standards of service to all our customers.
Sometimes things go wrong, to ensure that your interests are safeguarded, a complaints procedure has been introduced.
Complaints Procedure
If you have a problem or complaint relating to the services we offer, please discuss any issues this with the office concerned by contacting us on 0161 355 5555 or by emailing us at accounts@houseea.co.uk
We aim is to deal with your problem or complaint efficiently and fairly. If you feel that your complaint has not been resolved to your satisfaction, please write to our Office Manager.
Your complaint will normally be acknowledged within 24 hours, but no longer than 3 working days, investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint. You will be invited to make any comments that you may have in relation to this response. If for any reason, we require longer than this time scale to fully investigate the matter, we will advise you in writing and confirm our revised response date.
If the response by our Office Manager does not resolve the matter to your satisfaction, then please write to the Accounts Manager detailing your complaint. You can write to the Accounts Manager at the following address:
Accounts Manager 221a Hall Street Offerton Stockport Cheshire SK1 4JG.
The Accounts Manager will acknowledge your letter within 3 working days we will also confirm our understanding of your complaint and state when we will be able to reply in greater detail. We may ask for additional information to assist us in resolving the matter.
A formal written outcome of this investigation will be sent to you within 15 working days. If your complaint has still not been resolved by the Accounts Manager please write to:
The Regional Manager 221a Hall Street Stockport SK1 4JG Your letter should clearly state why you are still dissatisfied and what further action you wish House Estate Agents to take to fully resolve your complaint.
The Regional Manager will fully investigate any issues and following the conclusion of the in-house review, we will write to you with a final written statement. Please note that a complaint will not be investigated if it has not first been referred to the Office Manager of the individual branch and must be submitted to the Regional Manager in writing.
In all but exceptional cases, House Estate Agents will have issued you with its final response by letter, If you remain dissatisfied with the conclusion of the in-house review of the complaint, you can refer the matter to the Property Ombudsman. Please write to The Property Ombudsman, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP.
The Property Ombudsman Service will consider your complaint, taking in to account any points made by yourself and House Estate Agents.
The Property Ombudsman Service may refuse to investigate a complaint where the issue refers to something that took place more than twelve months before you complained in writing, or you referred your complaint to The Property Ombudsman Service or more than six months after you received a final answer or settlement proposal.
The Property Ombudsman Service may try to settle the dispute by agreement, If this is not successful, the Ombudsman will consider all the relevant facts and draw a conclusion according to what he/she believes to be a fair outcome in the circumstances.
The Ombudsman will send their decision to you in writing.