Ombudsman Complaints Procedure

Eccord aims to provide a high standard of service to all landlords, tenants and contacts and we are members of PropertyMark and The Property Ombudsman (TPO) Scheme and subscribe to their Code of Conduct practices. Should there be an occasion where someone feels they have cause for complaint, please contact your main contact within Eccord either by telephone or by emailing a written summary of your complaint and they will aim to resolve any misunderstandings or issues promptly without requiring recourse to a formal procedure.

If after talking to your main contact you do not feel that your complaint has been resolved, we operate the following formal complaints procedure:

STAGE ONE

  • Please contact Jo Eccles, Managing Director with a clear description of your complaint, outlining what you believe has gone wrong and details of your desired outcome. Please also include any evidence that you think could help us address your complaint. Contact details are +44 (0)20 7244 4485 or jo.eccles@eccord.com.
  • We advise you to keep copies of all correspondence sent to us and notes of any conversations or telephone calls you have made.
  • Your complaint will be acknowledged in writing within a maximum of three working days.
  • Once the circumstances have been fully investigated internally, a full and final response will be sent to you in writing within 15 working days.
  • All complaints are kept confidential and will be dealt with in a fair and unbiased way. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.
  • If we are unable to respond within the above stated timescales, we will advise you in writing and provide an estimate of when we expect to be able to respond, and inform you of your right to appeal to a third party.

STAGE TWO

  • If you are not satisfied with our final response or any aspect of our handling of your complaint, you have 12 months from the date of our final response to contacts our redress scheme, The Property Ombudsman (TPO).
  • The TPO will not consider your complaint until you have exhausted our internal complaints procedure.
  • In making a complaint to the TPO, your information relating to the letting of the property will need to be shared with the TPO, by you and by us. The TPO also ask for your details to assist them in their monitoring of our compliance with the TPO Code of Practice.
  • The TPO may be contacted at 01722 333 306, admin@tpos.co.uk or http://www.tpos.co.uk.
  • Participation in the above complaints procedure does not affect either party’s rights to seek legal remedy.

STAGE THREE

If you feel your complaint has not been satisfactorily dealt with by Eccord or the TPO, you can send your complaint to Propertymark. Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. They can be contacted at 01926 496 791, compliance@propertymark.co.uk or http://www.propertymark.co.uk/professional-standards/complaints.