Complaints procedure

Fine & Country Turnham Green Terrace strives to provide the highest standard of service to our customers and clients at all times. To ensure that your interests are safeguarded, we have a formal complaints procedure with the following aims in mind:

• To ensure it is easy and straightforward for you to make a complaint.

• To explain the next steps once you have made a complaint.

• To provide an open minded, unbiased response.

• To prevent future complaints.

In the first instance, you will be asked to complete an Initial Complaint form and send it to the manager of the team the complaint relates to. The manager will acknowledge receipt of your Initial Complaint form within three working days, and following a thorough internal investigation they will send you a formal written response within fifteen working days of submission of the Initial Complaint form.

If you are not satisfied with the manager’s response to your complaint, you can complete an Escalated Complaint form for the issue to be investigated by Henry Lane, Head of Culture. A re-examination of the case will take place and a written response expressing Fine & Country Turnham Green Terrace’s final viewpoint on the issue will be sent to you within 20 working days of submission of the Escalated Complaint form.

Please send your completed form to: tgt@fineandcountry.com

In the event that the final review fails to satisfy your complaint, you are at liberty to refer the case to The Property Ombudsman within twelve months. You can contact The Property Ombudsman at the address below.

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

For more information please refer to The Property Ombudsman’s Consumer Guide available on www.tpos.co.uk

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