Complaints Procedure

Introduction

At Click Properties & Lettings, we are committed to providing a high standard of service to all our clients. If for any reason you are not satisfied, we would like you to tell us about it. This will help us to improve our standards.

Complaints Procedure Steps

Step 1: Making a Complaint
Step 2: Acknowledgement
Step 3: Investigation
Step 4: Final Viewpoint
Step 5: The Property Ombudsman

Step 1: Making a Complaint

If you have a complaint, please contact us with the details. You can do this by.

Speaking directly to the staff member you have been dealing with.
Sending an email to enquiries@clickpropertiesandlettings.co.uk
Writing to us at: Click Properties & Lettings Limited, 2 Olive Grove, Goole, DN14 5AD.

Please include as much detail as possible, such as the nature of your complaint, dates, and names
of any staff members involved.

Step 2: Acknowledgement

We will send you a letter or e-mail acknowledging your complaint within three working days of receiving it, enclosing a copy of this procedure.

Step 3: Investigation

Your complaint will be investigated by one of our directors. They will review your file and speak to the member of staff who dealt with you. A formal written outcome of their investigation will be sent to you within 15 working days of sending the acknowledgment letter / e-mail.

Step 4: Final Viewpoint

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 another director.

Step 5: The Property Ombudsman

After exhausting our internal process, if you are still not satisfied with the resolution, you can then contact The Property Ombudsman to request an independent review.

The Property Ombudsman Ltd, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1
2BP
enquiries@tpos.co.uk
www.tpos.co.uk

Please note that you must submit your complaint to The Property Ombudsman within 12 months of
receiving our final viewpoint letter.

If you have any questions about our complaints procedure or require assistance with making a
complaint, please do not hesitate to contact us at enquiries@clickpropertiesandlettings.co.uk or by
post at Click Properties & Lettings Limited, 2 Olive Grove, Goole, DN14 5AD.

Complaints Procedure

Introduction

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