Complaints Procedure

We always do our very best, but if we fail to meet expectations, we will make every effort to put things right

At The Flatman Agency, we are committed to providing a professional service to all our clients and customers. However, in the unlikely event that something does go wrong, we need you to tell us about it. This will help us to improve our standards. and give us the opportunity to make it right,

If you have a complaint, please put it in writing, including as much detail as possible and send it to Michael Flatman at mflatman@flatmanagency.co.uk or by post to:

The Office Manager
Flatman Agency
Stable Cottage
2a-c Stable Cottage
Reading, RG1 5LY

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 once we receive your complaint?

• 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 acknowledgment 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.

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks have elapsed since the complaint was first made) you can request n independent review from The Property Ombudsman without charge:

The Property Ombudsman Milford House
43-55 Milford Street
Salisbury
Wiltshire, SP1 2BP

Tel: 01722 333 306
Email: admin@tpos.co.uk