Our Complaints procedure –

We are committed to providing a professional service to all our clients and customers and always strive for the best here at Jack Taggart & Co residential Sales and Lettings. But, if something goes wrong, we need you to tell us about it. This will help us to improve our standards and ensure the greatest possible service from start to finish .

If a customer wishes to file a complaint or express dissatisfaction, please put this is writing and include as much detail as possible. Any complaints received we consider them as an opportunity to learn, improve and provide a better service moving forward.

We will respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

We would like to factor in a quick resolution of your complaint, in a way that onboards the feedback, acknowledges the doubts and most importantly we want to recover your confidence about our services and us as a business.

What will happen next?

• • Please email sales@jacktaggart.co.uk and someone will be in touch to confirm receipt as soon as possible.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • 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 a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk

Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.