Complaints Procedure

MatthewJames Estate Agents – Complaint Procedure.

At MatthewJames we endeavour to offer a high level of service to all clients and customers. In order to ensure your interests are protected we have a formal complaints procedure. We are also a member of The Property Ombudsman Scheme.

In the first instance, any complaint should be made to the respective departmental manager (details below). We will acknowledge your complaint within 3 working days.  A formal written outcome will be provided to you within 15 working days.

After you have received our final response, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman (TPOS) www.tpos.co.uk.

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP, Tel. 01722 335458, Email. admin@tpos.co.uk

Please note that if you do wish to contact The Property Ombudsman (TPOS), you must do so within twelve months of the date of the final viewpoint letter. It is important to note that The Property Ombudsman (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.

Lettings Director

Michael Wraight – 0208 390 2266 – michael@matthewjamesestateagents.co.uk

Sales Manager

Julian Newton – 020 8390 2266 – julian@matthewjamesestateagents.co.uk

Directors

Matthew Gill – 0208 390 2266 – matthew@matthewjamesestateagents.co.uk

James Batty – 0208 390 2266 – james@matthewjamesestateagents.co.uk

Postal Address for the above

MatthewJames Estate Agents

St. James House

St. James Road

Surbiton

Surrey KT6 4QH