Last updated: September 19, 2024
Town and Castle prides itself on service however, should there be a need to raise a complaint please follow our procedure set out below:
Making a Complaint
Information for customers
We are a member of The Property Ombudsman Scheme (TPOS) and aim to provide high-level service to all our customers. We look to resolve any issues or concerns as quickly as possible in a satisfactory manner.
Stage One – Director
All complaints should, in the first instance, be directed verbally to one of the Directors. They will endeavour to resolve your complaint immediately and no later than five working days after the first notification.
Stage Two – Joint Director
If you remain dissatisfied, your complaint must then be sent in writing to the joint directors within one month of the initial complaint. We will acknowledge your complaint within three working days of receipt of your letter and supply a full written response after an investigation has been undertaken within 15 working days.
Stage Three – The Property Ombudsman
After you receive our formal response, should you still be unsatisfied you may then contact The Property Ombudsman. We will provide further information on how to proceed with this or details can be found on The Property Ombudsman Consumer Guide or online at http://www.tpos.co.uk Please note that this must be undertaken within twelve months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.