Complaints Procedure
Please read below our complaints procedure.
When things need sorting outā¦
We are committed to providing you with the highest standards of service. However, there may be occasions when our service falls short of your expectations.
Residential Sales
For the sale and purchase of residential property we are members of The Property Ombudsman Service (TPOS).
We can help
Tell us what part of our service or procedure you are unhappy about and what you would like us toĀ do to resolve the matter;
You can do this in person by visiting your relevant branch.
Or alternatively you can email or write to the branch who has been providing the service. Contact details can be found on our website.
Putting your complaint in writing helps us to ensure we have understood all your issues and concerns, which in turn ensures we investigate them fully and fairly. Regardless of how we receiveĀ your complaint we will acknowledge receipt in writing within three working days.
Residential Lettings Complaint
Tell us what part of our service or procedure you are unhappy about and what you would like us to do to resolve the matter. You can do this by emailing or writing to:-
Lettings Department
Selectiv
Innovation Centre
Vienna Court
Redcar
TS10 5SH
Putting your complaint in writing helps us to ensure we have understood all your issues and concerns, which in turn ensures we investigate them fully and fairly. Regardless of how we receiveĀ your complaint we will acknowledge receipt in writing within three working days.
For both residential sales and lettings complaints the procedure of what happens next is displayed below
What will happen next?
We will investigate your complaint. This will normally be dealt with by the Branch Manager who will review your file and speak to the member of staff who dealt with you.Ā A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement 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 Director.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
In the event that our internal complaints handling procedures have been exhausted without resolution being achieved, you should note thatĀ the appropriate Alternative Dispute Resolution entity for both Residential Sales and Lettings complaints is;
The Property Ombudsman
Milford house
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Telephone 01722 333306
Email:Ā admin@tpos.co.uk
www.tpos.co.uk – You are about to leave the website of Selectiv and view the content of an external website.Ā Selectiv cannot be held responsible for the content of external websites.
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
The company welcomes constructive feedback from customers as a way of continually improving its service.
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