Complaints Procedure
We hope that we provide a service that goes above and beyond your expectations. However if we fail to meet your expectations or you have some other reason to complain then we are keen to hear from you so that we can rectify the issue as soon as possible and learn from your experience.
Making a complaint
If you have a complaint, please put it in writing, including as much detail as possible.
By email
susan@turnersoak.co.ukBy post
21 De Montfort Road, Reading, RG1 8DL
What to include
In order for us to help you the best way we can, we ask that you provide:
- Your name, address, phone number and email address
- What has gone wrong
- What you would like us to do to resolve the issue
What happens next
We treat all complaints fairly and will aim to resolve your complaint as soon as possible. We will keep you updated on the progress of your complaint throughout the process.
Within 3 working days
We will write to you to acknowledge receipt of your complaint, enclosing a copy of this procedure.
Within 15 working days
We will write to you with the formal outcome of our investigation and what we have done to resolve it.
If you request an internal review
A member of our management team will review your complaint. Within 15 working days we will confirm our final position and what we have done to resolve it.
The Property Ombudsman
If we have been unable to resolve your complaint, or have not sent you a final response within 8 weeks, you are entitled to refer the matter to The Property Ombudsman. Please note that you must do so within twelve months of the date of our final review letter.