Complaints Procedure

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 Janet Hopkinson at janet.hopkinson@sandersonyoung.co.uk, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722 333 306

admin@tpos.co.uk

www.tpos.co.uk

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.

rare!

95 High Street, Gosforth, Newcastle, NE3 4AA

0191 223 3500

Open 9am - 4pm

Mon - Thur 9am - 6pm

Fri 9am - 5.30pm

Saturday 9am - 4pm

Sunday 10am - 3pm

Gosforth

95 High Street, Gosforth, Newcastle, NE3 4AA

0191 213 0033

Open 9am - 4pm

Mon - Thur 9am - 6pm

Fri 9am - 5.30pm

Saturday 9am - 4pm

Sunday 10am - 3pm

Lettings

95 High Street, Gosforth, Newcastle, NE3 4AA

0191 223 3510

Open 9am - 4pm

Mon - Thur 9am - 6pm

Fri 9am - 5.30pm

Saturday 9am - 4pm

Sunday Closed

Ponteland

Coates Institute, Main Street, Ponteland, NE20 9NH

01661 823951

Open 10am - 3pm

Mon - Thur 9am - 5.30pm

Fri 9am - 5.30pm

Saturday 10am - 3pm

Sunday Closed

Alnwick

35 Bondgate Without, Alnwick, NE66 1PR

01665 600 170

Open 9am - 3pm

Mon - Thur 9am - 5.30pm

Fri 9am - 5.30pm

Saturday 9am - 3pm

Sunday Closed

Mayfair

Cashel House, 15 Thayer Street, London, W1U 3JT

0870 112 7099

Open Closed

Mon - Thur 9.30 – 5.30

Fri 9.30 – 5.30

Saturday Closed

Sunday Closed