Marks and Mann Estate Agents 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 Procedure 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 initial contact.
Stage One – Branch Manager
All complaints should, in the first instance, be directed to the Branch Manager. She will endeavour to resolve your complaint immediately, and no later than five working days of the first notification.
Stage Two – Executive Partner
If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Executive Partner. You must write to them within one month of receiving the Branch Manager’s response. The Branch Manager can supply you with the details of the appropriate person. They will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.
Stage Three – The Property Ombudsman
After you have received a response from the Executive Partner, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do so can be found online at 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.