We are registered with The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers.  We hope you will be happy with the service we provide at Middletons but we do appreciate that sometimes things can go wrong. 

 

All complaints should, in the first instance be directed to the branch where we will endeavour to resolve your issue as soon as possible.

 

In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.

If you have already contacted our branch and you remain dissatisfied and wish to make a formal complaint please put it in writing, either by letter or email, directed to Mr Paul Collins - Branch Manager, Middletons Estate Agents,  2-6 Sherrard Street., Melton Mowbray.  Leicestershire.  LE13 1XJ.  or email paul@middletons.uk.com

Your complaint will be acknowledged and we will start our in house complaints process. We will do this within 3 working days of receiving your complaint.

Once we have fully investigated, Mr Collins will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate. We will do this within 15 working days of receiving your complaint.

If you remain dissatisfied, you should contact us again and we will conduct a separate review to take place by Mr Paul Collins and Mr Roger Ellis - Owner. This will outline our final viewpoint on the matter and we will do this within 15 working days of receiving your request for a further review.


The Property Ombudsman

If our final viewpoint letter does not resolve matters (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.

The Property Ombudsman
Milford House
43 55 Milford Street
Salisbury
SP1 2BP
01722 333306


www.tpos.co.uk admin@tpos.co.uk


Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.