We will be closing at 5:30pm on Thursday 2nd April and will reopen at 9:00am on Tuesday 7th April.
We will be closing at 5:30pm on Thursday 2nd April and will reopen at 9:00am on Tuesday 7th April.
At Chelton Brown, we are committed to providing a professional and high-quality service to all our clients and customers. However, we recognise that there may be occasions when something goes wrong. If this happens, we want you to tell us so that we have the opportunity to investigate your concerns, put matters right where appropriate, and improve our service.
Making a Complaint
If you have a complaint, please contact us and provide as much information as possible about your concerns. We would normally ask that complaints are made in writing, either by letter or email, so that we have a clear record of the issues raised.
If you are unable to make your complaint in writing, please let us know and we will assist you.
What Will Happen Next?
We will acknowledge receipt of your complaint within three working days and provide you with a copy of this complaints procedure.
Your complaint will then be investigated. This will normally be handled by the relevant office or department manager, who will review the circumstances of your complaint, including the relevant records, and speak to those involved where appropriate.
We will provide you with a formal written outcome of our investigation within 15 working days of sending our acknowledgement.
If you remain dissatisfied with our response, please contact us again and explain why you feel the matter has not been resolved. We will arrange for your complaint to be reviewed by a senior member of staff who, wherever practicable, has not been directly involved in the original investigation.
We will write to you within 15 working days of receiving your request for a review, setting out our final viewpoint on the complaint.
If for any reason we are unable to conclude our internal complaints process within the applicable timeframe, we will keep you informed.
Independent Redress
If you remain dissatisfied after receiving our final viewpoint, you may refer your complaint to The Property Ombudsman (TPO), of which Chelton Brown is a member, for an independent review.
The Property Ombudsman provides an independent and impartial dispute resolution service for consumers and property businesses. [The Proper…Ombudsman]
The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL
Consumer enquiries: 01722 333306
Website: https://www.tpos.co.uk/
These are the current postal and consumer contact details published by The Property Ombudsman. [tpos.co.uk]
You should normally complete Chelton Brown’s in-house complaints procedure before referring your complaint to The Property Ombudsman.
PROPERTYMARK MEMBERSHIP AND PROFESSIONAL STANDARDS
Chelton Brown is proud to be a member of Propertymark and is committed to maintaining high standards of professional conduct and customer service.
As a Propertymark member, we are required to comply with its Conduct and Membership Rules. If you believe Chelton Brown has breached those rules, there may be circumstances in which you can refer the matter to Propertymark for consideration.
Propertymark advises consumers to first raise their complaint directly with the agent and use the agent’s in-house complaints procedure. If the matter remains unresolved, the consumer should use the agent’s independent redress scheme. Where the agent is a Propertymark member and there is evidence of a breach of its Conduct and Membership Rules, the matter may subsequently be escalated to Propertymark.
Propertymark can consider alleged breaches relating to matters including professional and ethical standards, the protection of clients’ interests, conflicts of interest, client money and failures to respond to correspondence. Propertymark does not replace the independent redress process.
Further information about making a complaint regarding a Propertymark member can be found on the Propertymark Complaints page: https://www.propertymark.co.uk/professional-standards/complaints.html