At Epps Estates, we are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing to the member of staff concerned, including as much detail as possible. We will then respond in line with the timeframes set out below.
The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases, we find that most issues can be resolved quickly and amicably to customers’ satisfaction at branch level.
If the complaint cannot be satisfied at this point the complaint should be made in writing to Jimi Epps (Sales Director) – [email protected]. All written complaints will be acknowledged in writing either by postal letter or e-mail within 3 working days and a proper investigation promptly undertaken. A formal written outcome of this investigation will be sent to the complainant within 15 working days.
Following the conclusion of the investigation a written statement expressing final views and including any offer made will be sent to the complainant. This will also explain how the matter can be referred to the Ombudsman, pointing out that any such referral must be made within 12 months.
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.
The Property Ombudsman
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.