COMPLAINTS PROCEDURE (Lettings)
DeTrafford and Palatine Estates Limited (DeTrafford) are committed to providing services and products of the very highest standards.
If you feel that we have not lived up to your expectations in any way, we would like to hear from you so that we can investigate matters which will also help us to improve our service.
Stage One
If you feel, after speaking with the Lettings Department, that your complaint has not been resolved, you are invited to make a formal complaint in a written summary to our Head of Lettings Hayley Williams – h.williams@detrafford.com or by letter to DeTrafford, Brooke Court, Lower Meadow Road, Wilmslow, Cheshire, SK9 3ND.
Your complaint will be acknowledged within 3 working days of being received. Hayley Williams will contact you to discuss the matter further to progress your complaint appropriately. Upon completion of this should an investigation be warranted, you will be advised of the outcome in writing and within 15 working days of receipt of the written complaint. of the written complaint.
Stage Two
If, after receiving the response in Stage One, you feel that your complaint remains unresolved you may refer the matter to the Chief Financial Officer Andy Allan – a.allan@detrafford.com who will personally conduct a separate review of your complaint. You will receive an acknowledgement within 3 working days and a final viewpoint letter within 15 working days of your complaint being received.
Stage Three
Following Stage Two, should the matter still not be resolved to your satisfaction (or more than 8 weeks has elapsed since the complaint was first made) you can then refer it to The Property Ombudsman (TPO) without charge as below. The formal steps outlined above must be completed in full before proceeding through this route.
The Property Ombudsman (TPO)
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333306
admin@tpos.co.uk
www.tpos.co.uk
Please note that any referral to The Property Ombudsman must be made within 12 months of receiving our final viewpoint letter.
