Sales Complaints Procedure

Introduction & Definition of a Complaint

Miles & Barr aim to provide all its customers with a high standard of service and we will endeavour to respond to any enquiry or complaint with efficiency, courtesy and fairness.

A complaint is defined as any contact made by a customer or potential customer with Miles & Barr, the purpose of which is to express dissatisfaction.

How to Register a Complaint

Customers should make their complaint either verbally or in writing to the Manager of the Office to which the complaint relates.

All written complaints will be acknowledged in writing within 3 working days and a proper investigation promptly undertaken. A formal written outcome of the investigation will be sent to the customer within 15 working days.

Information on Further Appeals

If a customer is unhappy with the way in which their complaint has been handled in the first instance, then they should write to:

Rob Sabin
Director
Miles & Barr
1 The Links
Herne Bay
Kent CT6 7GQ

Email: robsabin@milesandbarr.co.uk

An acknowledgement will be sent to the customer within three working days of receipt. Rob Sabin will then aim to provide a full written response to the customer within 15 working days.

Following correspondence with Rob Sabin, should the matter still not be resolved the customer can refer the matter to The Property Ombudsman (TPO). Contact details are provided below. TPO must be contacted within 12 months of Miles & Barr’s final view.

The Property Ombudsman
Milford House
43-55 Milford Street
SALISBURY
Wiltshire SP1 2BP

T: 01722 335 458
W : www.tpos.co.uk

Lettings Complaints Procedure

Introduction & Definition of a Complaint

Miles & Barr aim to provide all its customers with a high standard of service and we will endeavour to respond to any enquiry or complaint with efficiency, courtesy and fairness.

A complaint is defined as any contact made by a customer or potential customer with Miles & Barr, the purpose of which is to express dissatisfaction.

How to Register a Complaint

Customers should make their complaint either verbally or in writing to the Manager of the Office to which the complaint relates.

All written complaints will be acknowledged in writing within 3 working days and a proper investigation promptly undertaken. A formal written outcome of the investigation will be sent to the customer within 15 working days.

Information on Further Appeals

If a customer is unhappy with the way in which their complaint has been handled in the first instance, then they should write to:

Mr Simon Thompson
Miles & Barr
Letting Agents
44-46 Queen Street,
Ramsgate,
Kent, CT11 9EF

An acknowledgement will be sent to the customer within three working days of receipt. Simon Thompson will then aim to provide a full written response to the customer within 15 working days.

Following correspondence with Simon Thompson, should the matter still not be resolved the customer can refer the matter to the Office of the Ombudsman for Estate Agents. Contact details are provided below. The Ombudsman must be contacted within 12 months of Miles & Barr’s final view.

The Property Ombudsman
Milford House
43-55 Milford Street
SALISBURY Wiltshire SP1 2BP