Ombudsman Complaints Procedure

Eccord aims to provide a high standard of service to all landlords, tenants and contacts and we are members of The Property Ombudsman (TPO) Scheme and subscribe to the TPO Code of Practice.

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, Founder & 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 3 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.
  • 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.

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 regulatory body, 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:

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury, Wiltshire

SP1 2BP

01722 333 306 | admin@tpos.co.uk | http://www.tpos.co.uk

Participation in the above complaints procedure does not affect either party’s rights to seek legal remedy.