Complaints Procedure

haart prides itself on the level of its customer service. However, occasionally things do go wrong, and you may need to complain. Please see our complaints procedure below.

Residential Estate Agency - Making a complaint

Information for Customers

haart is a member of The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.

Stage One - Branch Manager

All complaints should, in the first instance, be directed to the Manager of the Branch you have been dealing with. He or she will endeavour to resolve your complaint immediately, and no later than five working days of the first notification.

Stage Two - Divisional Sales Manager/Director

If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Divisional Sales Manager or Director responsible for the Branch in question. You must write to them within one month of receiving the Branch response. The Branch manager can supply you with the details of the appropriate person. They will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.

Stage Three - Customer Relations Manager

If you remain dissatisfied, you may address your concerns in writing to the Customer Relations Manager within one month of the response from the Divisional Sales Manager/Director. Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter.

Stage Four - The Property Ombudsman

After you have received a response from the Customer Relations Manager, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman) Consumer Guide or online at http://www.tpos.co.uk Please note that you must do so within six months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.

Residential Lettings and Property Management - Making a Complaint

Information for Customers

haart Residential Lettings is a member of The Property Ombudsman Service (TPOS) and we aim to provide the highest standards of service to all our Residential Lettings and Property Management customers. In order to ensure that your interests are safeguarded, we have put in place a complaints procedure, which we will follow in dealing with your complaint. Our aim is to handle any issues or concerns as quickly as possible, in order to achieve this we will, wherever we can, try and resolve your complaint at branch level.

Stage One - Branch Lettings Manager

All complaints should, in the first instance, be directed to the Lettings Manager of the branch you have been dealing with. Complaints made in writing will be acknowledged within three working days. They will endeavour to resolve your complaint immediately, and no later than five working days of the first notification. We do recommend that where possible you outline your complaint in writing, especially if it appears a complex issue.

Stage Two – Divisional Lettings Director

Should your complaint remain unresolved, then you can refer it on to the Divisional Lettings Director responsible for the office in question. We request that you send a written summary of your complaint to the Divisional Lettings Director within one month of receiving the Branch Manager’s response. The Branch Manager will provide you with the Divisional Lettings Directors name and address. The Divisional Lettings Director will acknowledge your complaint within three working days of receipt of your letter and provide you with a written response within 15 working days.

Stage Three – Managing Director

Should this still remain outstanding, or if you still remain dissatisfied with any aspect of our handling of your complaint, then please write to the Managing Director at the following address:

They will acknowledge your complaint within three working days and will take this up on your behalf. They will undertake a review of your complaint, including how it’s been handled to date, which may include further investigations into the background of your concerns. Then within 15 days from receipt of your letter, he will set out in writing to you, his findings and recommendations as a “final view” on how he believes your complaint can be resolved.

Stage 4 - The Property Ombudsman

After you have received a response from the Managing Director and if you are not satisfied with his proposed resolution, you may approach The Property Ombudsman Service. Details of how to do this are contained within the Managing Director’s final view point letter, The Property Ombudsman consumer guide or online at www.tpos.co.uk

Please note that you must do so within six months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints procedure is exhausted.