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Complaints Handling Procedure

When Things Need Sorting Out

We aim to provide the highest level of service, but if things go wrong, we want to know about it. Letting us know when you’re unhappy with our service allows us to address and resolve the issue. This procedure explains how to inform us of your concerns so we can resolve them efficiently and professionally.

How Do I Report a Complaint?

To report a complaint, simply get in touch with us. You can do this by phone, in writing by post, or via email. Our goal is to resolve issues promptly, but if that’s not possible, your complaint will be escalated to a manager for further investigation.

What Happens Next?

Upon receiving your complaint, we will:

  • Acknowledge it in writing within three working days, including details of who is handling your complaint.
  • Gather all necessary information and conduct a thorough investigation.
  • Aim to provide a detailed response within fifteen working days, proposing a resolution to your satisfaction.

If resolving your complaint takes longer, we’ll inform you of the delay and keep you updated on our progress. All complaints are treated confidentially and with fairness at all levels.

Still Not Happy?

If you’re not satisfied with our response, please let us know. Your complaint will then be reviewed by a senior staff member, aiming for a resolution within another fifteen working days. If necessary, we’ll inform you about appealing to a third party for an independent review.

Contacting Propertymark

As members of Propertymark, we adhere to high professional standards. If you feel your complaint hasn’t been resolved satisfactorily by us or the independent review, you can take your complaint to Propertymark for further investigation.

Insurance Complaints

Complaints related to insurance are handled according to specific regulatory standards. For these types of complaints, we follow a separate procedure to ensure compliance and fair resolution.

For more detailed information or if you have any questions regarding our complaints process, please don’t hesitate to contact us.

Tonbridge Property is registered in England and Wales under Tonbridge Property Agents Ltd and company number 15471859. Registered Office: Riverside House, River Lawn Road, Tonbridge, TN9 1EP. Date: 1st April 2024.