Barrons Residential Ltd is a member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process.
The aim of this process is to resolve any issues or concerns as quickly as possible, although in most cases we hope that matters such as these are resolved at branch level.
Please find below our guidance for making a complaint in relation to:
All complaints in the first instance should be directed to the Manager of the Branch. Your complaint will be acknowledged within 3 working days. They will endeavor to resolve your complaint immediately, and no later than 5 working days of the first notification.
If you remain dissatisfied, you may further your complaint, which must be in writing, to the Estate Agency Director responsible for the branch in question. You must write to the EA Director within one month of receiving the Stage 1 response.
The Branch Manager can provide you with details of who to contact. The EA Director will acknowledge your complaint within 3 working days of receipt of the email/letter and provide you with a full written response within 15 working days.
After you have received a response from either the Branch Manager or EA Director, you may approach the Ombudsman if you are not satisfied with the response given. Please note, you must do so within twelve months of the date of the final letter. TPOS will not consider your complaint until our internal procedures are exhausted.
If you are still not satisfied with our final viewpoint (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.