Our Customer Complaints Procedure

haart is a member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process.

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.

Please find below our guidance for making a complaint in relation to:

• Estate Agency

This would be if you are buying or selling a property with one of our branches.

• Residential Lettings & Property Management

This would be if you are a Landlord letting your property with us with either a Let only, a Rent Collect or a Fully Managed Service or a Tenant renting a property with us.

Residential Estate Agency - making a complaint

Stage One – Branch Manager/Area Partner

All complaints in the first instance should be directed to the Manager of the Branch or if you wish the Area Partner for the Branch you have been dealing with. Your complaint will be acknowledged within 3 working days. They will endeavor to resolve your complaint immediately, and no later than 5 working days of the first notification.

Stage Two – Divisional Estate Agency Director

If you remain dissatisfied, you may further your complaint, which must be in writing, to the Estate Agency Director responsible for the branch in question. You must write to the EA Director within one month of receiving the Stage 1 response.
The Branch Manager/Area Partner can provide you with details of who to contact.
The EA Director will acknowledge your complaint within 3 workings days of receipt of the email/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 Resolutions Manager (CRM) within one month of the response from the Estate Agency 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. Your complaint should be sent to:

Mrs Anne Boylan (Please only address correspondence to Anne Boylan if you are a Buyer or Seller. Landlords or Tenants, please see below section)
EA Customer Resolutions Manager
Spicerhaart Head Office
Colwyn House
Sheepen Place
Colchester
CO3 3LD

Or by email to EAcustomer.relations@spicerhaart.co.uk -  (Do not use this email if you are a Tenant or Landlord, please see below)

Stage Four - The Property Ombudsman (TPOS)

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
admin@tpos.co.uk
01722 333 306
www.tpos.co.uk
Make a Complaint - The Property Ombudsman (tpos.co.uk)

Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final
viewpoint, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure,
before being submitted for an independent review.

Residential Lettings & Property Management - making a complaint

We are a member of The Property Ombudsman Service 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 into place a complaints procedure which we will follow in dealing with your complaint and which is in line with The Property Ombudsman’s Code of Practice. 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 issues at Branch level or within the Property Management Team.

Stage 1 – Area Director or Property Management Area Director

All complaints should, in the first instance, be directed to the Manager of the Branch or the Property Management Manager of the Property Management Team you have been dealing with.  Your complaint will be acknowledged within 3 working days of receipt and following a full investigation you will receive a written response within 15 working days. 

Stage 2 - Company Final View Point – Lettings Director or Property Management Director

If you remain dissatisfied  you may escalate your complaint by emailing Lettingscustomer.relations@spicerhaart.co.uk, or by writing to the address below, whereby your complaint will be referred to the Lettings Director or Property Management Director. Your complaint will be acknowledged within 3 working days of receipt and following a full investigation you will receive a written response on behalf of the Company within 15 working days.

Lettings Customer Relations
Residential Lettings
Colwyn House
Sheepen Place
Colchester
CO3 3LD

We will acknowledge your escalated complaint within 3 working days.  A full review of the complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of the concerns.

Within 15 working days from receipt of the escalation, the findings and recommendations will set out, in writing, as a ‘final viewpoint’ on how it is believed the complaint can be resolved.

Stage 3 – The Property Ombudsman

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
admin@tpos.co.uk
01722 333 306
www.tpos.co.uk
Make a Complaint - The Property Ombudsman (tpos.co.uk)

Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final
viewpoint, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure,
before being submitted for an independent review.