It is our aim to provide you with a professional service when undergoing any property transaction. We conduct ourselves according to the Code of Practice issued by The Property Ombudsman, hereafter referred to as “TPO” or “The Ombudsman”. However, we recognise that there are times when clients may feel that they have received a level of service that falls short of the standards they expect and therefore wish to complain.
This guide explains what will happen if you need to complain.
If you would like to download a copy of this procedure you may do so by clicking here.
Please note that if your incident or knowledge of the incident did not occur within 12 months of the complaint being received at our office, then we will be unable to consider the complaint.
STEP 1: Describe your complaint
You can do this in a number of ways:
a) Telephone us on 07826 521175
b) e-mail us at firstname.lastname@example.org
c) Send a direct message via our Facebook page
d) Write to us at Quantum Property Solutions, 16 Clyro Place, Retford, DN22 8PE
If you wish to appoint a representative for your complaint, please let us know the contact details of your representative at this step in the process.
STEP 2: We will acknowledge your complaint
We will acknowledge your complaint in writing within 3 working days of receipt of your complaint. This will be in the form of an email but in the absence of an email address we will write to you.
The acknowledgment will include:
a) a brief understanding of your complaint
b) the name of the person handling the complaint
c) an estimate of the timescale required to investigate the complaint (but will be no longer than 15 working days)
STEP 3: Internal investigation
When possible, we will allocate a senior member of the company, who is not involved in your transaction, to investigate the circumstances.
The complaint handler will issue a formal written outcome within 15 working days of receiving your complaint.
We will do our best to bring the matter to a satisfactory conclusion at this step. However, if you are still dissatisfied, then you must write to us again, via email or letter, explaining your reasons for your dissatisfaction.
If you have written to us with a letter of dissatisfaction, we will appoint a separate complaint handler who will re-investigate your complaint. The second review will be initiated, and we will issue a final viewpoint within 15 working days of receiving your letter of dissatisfaction.
STEP 4: Taking the matter to The Ombudsman
There will be occasions when, despite our investigations, we have not been able to bring the matter to a satisfactory conclusion.
Under these circumstances you may bring the matter to the attention of The Ombudsman, who will consider your complaint if:
a) you have followed the procedure outlined above and
b) contacted them within 12 months of the final viewpoint letter
a) you have written to us within 12 months of the incident and
b) we have not responded to or not resolved your complaint within 8 weeks of your initial complaint
If you need to contact The Ombudsman you can do so at the following web address:
or you can call them on 01722 333306