We are committed to providing a professional service to all our clients and customers. If something goes wrong, we want to know about it so that we can investigate the matter and work to resolve it as promptly and fairly as possible.
All verbal and written complaints are recorded.
If you wish to make a formal complaint, please put it in writing and send it to:
Plaza Estates Agency Limited
29 Edgware Road
London
W2 2JE
kb@plazaestates.co.uk
To help us investigate your complaint efficiently, please include as much detail as possible, including your full name, the property address, the nature of your complaint, the dates of any relevant events, the names of any members of staff you have dealt with, and copies of any supporting correspondence or documents.
If you appoint someone to act on your behalf, we will be happy to deal with them once we have your written authority to do so.
Stage 1, acknowledgement
We will acknowledge receipt of your written complaint in writing within 3 working days of receiving it. We will also enclose a copy of this complaints procedure.
Stage 2, investigation
Your complaint will then be investigated by a senior member of staff, or designated complaint handler, who has not been directly involved in the matter complained of.
We will send you our formal written outcome within 15 working days of receiving your original complaint.
If, for any exceptional reason, we are unable to respond within this timescale, we will write to you to explain why and to provide an updated timescale.
Stage 3, final review
If you remain dissatisfied with our Stage 2 response, you should contact us again in writing and request a review.
Your complaint will then be reviewed by a senior member of staff who has not been directly involved in the matter and who has not previously considered your complaint.
We will write to you within 15 working days of receiving your request for a review, setting out our final viewpoint letter.
Referral to The Property Ombudsman
If you remain dissatisfied after receiving our final viewpoint letter, you may refer your complaint to The Property Ombudsman for an independent review.
You must submit your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter.
You may also be entitled to refer your complaint to The Property Ombudsman if:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333 306
www.tpos.co.uk
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure before the Ombudsman will consider the complaint.
