Complaints procedure

At Mark Templer Residential Letting and Property Management we strive to offer a friendly and efficient service to our Clients, but nevertheless we are aware that, as in any service profession, an occasion may arise whereby you may believe that we have not provided you with the level of service expected of us.

Should you believe that you have a valid complaint regarding our services or any aspect of the sale of your property, then it would be very helpful if you could provide us with written details so that we will be able to investigate the matter and provide you with a full response.

We will acknowledge your letter within three working days and will respond with a detailed reply within fifteen working days thereafter. If we require further time to respond, or else if we need any further information from you in order to complete our investigation, then you will be notified in writing to this effect. Our response will indicate whether we accept that your complaint is justified (whether in part or in whole) and what action we are proposing to take to deal with the matter.

If you are dissatisfied with our response, or feel that there are factors that we have not properly taken into account, then you may of course write to us again requesting us to re-consider our initial response.

If you do not consider that we have dealt with your complaint to your satisfaction, or feel that the steps that we are proposing to take are not acceptable, then you may refer your complaint to the Office of The Property Ombudsman. You should write to the Property Ombudsman at Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP, and who will, upon receipt of your letter, write to all parties with directions as to how the referral will be dealt with.

The Property Ombudsman can also be contacted at:
Telephone: 01722 333306

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.