Complaints Procedure Residential Sales

Harrisons Estate Agents Ltd prides itself on the level of its customer service. However, we acknowledge that occasionally things do go wrong, and you may need to complain. In the first instance, we would encourage you to discuss any problems verbally and informally with your principal contact within the company. If this does not resolve your concerns, then the formal complaints procedure is outlined below.
 

Information for Customers

Harrisons Estate Agents Ltd is a member of The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.

Stage One - Branch Manager

If the verbal and informal approach doesnt satisfactoraliy deal with your concerns, we ask in the first instance, to put in writing your complaint to the Manager of the Branch you have been dealing with. He or she will endeavour to resolve your complaint immediately, and no later than five working days of the first notification.

Stage Two - Managing Director

If you remain dissatisfied, you may address your concerns in writing to the Managing Director within one month of the response from the Branch Manager. Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter.

Mark Tunneycliff
Managing Director
Harrisons Estate Agents Ltd
15 West Street
Cromer
Norfolk
NR27 9HZ

Stage Three The Property Ombudsman

After you have received a response from the Managing Director, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman) Consumer Guide or online at http://www.tpos.co.uk Please note that you must do so within six months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.

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