Complaints Procedure

If you have a complaint, please put this in writing by filling out the form below or by letter / email. We will then acknowledge and respond in line with the timescales set out below. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Your Complaint:
Please address your written complaint to Christine Coaker, Group PA. Please include as much detail as possible, including dates, names of any members of staff you dealt with and where you are able to enclose/attach any supporting evidence.

Our Acknowledgement:
Your complaint will be acknowledged and we will start our in-house complaints process | Timescale: Within 3 working days of your complaint.

Our Investigation:
Your complaint will be investigated and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate | Timescale: Within 15 working days of your complaint.

The Property Ombudsman:
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge | Timescale: You must refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
01722 333306
www.tpos.co.uk [email protected]

Phone Number:

01483 479100

Address:

Wix Hill House, Epsom Road, West Horsley, Surrey, KT24 6DY

Get In Touch

Get in Touch

“Burns and Webber assisted us with both our sale and purchase. Their conduct throughout was impeccable and the service offered was both efficient and professional. The speed they offered a valuation and get the property on the market was impressive. This coupled with their database of potential purchasers allowed us to capture the market quickly and get a sale within a few days of launch. I also felt Charlie and the team fully understood our needs and offered us the right properties for our potential onward purchase. We managed to buy a property before it was launched thanks to being made aware of the early release and we are over the moon with the house we purchased. Throughout the processing of the chain I felt Burns and Webber were effective at liaising with the solicitors and the other agents in the chain which allowed us to complete our sale and purchase within 2 months of receiving an offer on our house. These timescales we critical due to our personal circumstances and I thank Burns and Webber for all their support in managing to achieve this for us. I would highly recommend this agent.”

William Walsh

10/5/2019

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