Comyn and James Estate Agents

 Company Internal Complaints Handling Procedure

At Comyn and James we pride ourselves on the level of customer service that we provide. In the event that you feel dissatisfied with our service and wish to make a complaint we need you to tell us about it. This will help improve our standards.

If you have a complaint please put it in writing including as much detail as possible. We have 8 weeks to consider your complaint.

Comyn and James is a member of The Property Ombudsman Scheme (TPOS) Member Number N03442 , the Ombudsman Services and the National Association of Estate Agents (NAEA);

By belonging to these organisations we are required to follow strict professional standards.

Our Complaints Handling Procedure is as follows :

We would request that you initially make your complaint in writing to either of our two Directors :

Mr Michael Comyn or Mr Simon James. Upon receipt of your complaint he will acknowledge by letter receipt of your complaint within three working days of receiving it.

Contact details:   Mr Michael Comyn or Mr Simon James

Comyn and James LLP   143A Lower Street   Pulborough   West Sussex  RH20 2AD

We aim to resolve all complaints during this initial stage. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

If you are still dissatisfied please contact us again and we will arrange for a separate review to take place.

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 remain dissatisfied, you can then contact the Property Ombudsman to request an independent review.  The Ombudsman requires that all complaints are addressed through our company’s in-house complaints procedure before being submitted for an independent review.

The length of time that a consumer has to refer their complaint to the Ombudsman is

12 months from the date of our Final View Point letter.

The contact details for The Property Ombudsman Scheme are as follows :

Tel : 01722 333 306  email : admin@tpos.co.uk, website: www.tpos.co.uk or post :
The Property Ombudsman, Unit 159756, PO Box 7169, Poole, BH15 9EL

Comyn and James LLP   Registered Office : 143A Lower Street, Pulborough, West Sussex RH20 2AD.

Tel : 01798 888111    e-mail : property@comynandjames.co.uk