Complaints Procedure

SALEBOARDS LTD TRADING AS SOUTHGATE ESTATES COMPLAINTS PROCEDURE (REVISED 2024)

(VERS. 1.5 - REVISED MAY 2024)

At Southgate Estates, our policy is always to offer the highest possible standard of service and maintain integrity with all our clients and customers in all that we do. However, we appreciate that, like every company, there may be occasions when things go wrong. Our policy is to deal with any issues fairly and promptly to find an amicable solution. In the unlikely event of any grievance against Southgate Estates, the following procedure should be used:

TELL US ABOUT YOUR COMPLAINT

  • The Complainant should write to SaleBoards LTD detailing the complaint. The complaint should be addressed to:
    Dr Jonathan Newall
    Managing Director
    Sale Boards LTD
    51 South Street
    Exeter
    EXI IEE
  • Full details regarding the reason for the complaint should be given and all relevant information should be enclosed.
  • You should tell us what you would like us to do to rectify the issue.
  • If you are requesting compensation, then please state the level of your losses and what level of compensation you feel is appropriate in this situation.
  • Please explain how we have fallen short of your expectations or any appropriate codes of conduct.

OUR ACKNOWLEDGEMENT

  • Southgate Estates will acknowledge the complaint in writing within 3 working days after receipt of complaint. Information regarding the Property Ombudsman will be included in the response.
  • Legal advice may be sought by Southgate Estates if appropriate and we may share the information contained within any complaint with our lawyers.
  • We will not publish your complaint, but do reserve the right to discuss the complaint with third parties where other parties are involved or affected.

OUR RESPONSE

  • Southgate Estates will respond to the complainant within 15 working days of the date of receipt of the complaint.
  • In the event that further information or advice is required to ensure the complaint is dealt with fairly, the complainant will be advised of
    progress and a new timescale agreed to resolve the complaint. If your complaint involves any third parties, we may write to the individuals involved for clarification of the train of events leading to the complaint.
  • If the complaint is likely to impact the sale or purchase or letting of a property, we may need to share some of the details with 01.1 r client (or purchaser or tenant). In some cases this may include information not containted in the complaint itself, but which we consider may have a bearing on any decision made. We will generally not share personal information such as addresses or telephone numbers, or other information which would normally be viewed as confidential.
  • We will look to make all initial requests for further information within 15 working days of receipt of the complaint. Should further information come to light during the period of investigation, we may increase this time period to allow all relevant evidence to be gathered.
  • Once Southgate Estates are satisfied that they are in receipt of all relevant information and have reviewed the complaint internally, an apology or offer of compensation may be made or a letter explaining why the complaint was not upheld will be issued. This letter will be sent within 15 working days of receiving all the necessary information to fully deal with the complaint.
  • Any decision will generally be based on current UK law and will take into account current Consumer Protection Regulations, the Estate Agency Act (1979) and the latest T PO (The Property Ombudsman) Code of Conduct.

STAGE 2 – IF THE INITIAL RESPONSE IS NOT ACCEPTED BY THE COMPLAINANT

  • Please advise us whether we have dealt with your complaint to your satisfaction.
  • In the event that a complainant is not satisfied with the response or offer of compensation, the company directors should be advised and the complaint will be further reviewed.

STAGE 2 – THE FINAL VIEWPOINT LETTER

  • A response will be issued by the directors which may contain an amended response or offer within 14 working days.
  • If the complainant remains unsatisfied, The Property Ombudsman may be consulted as detailed in Stage 3. Southgate Estates will issue a final viewpoint letter at this stage. A copy of the T PO Consumer Guide will be enclosed.
  • The complainant may accept or decline any offer made. If the complainant declines the offer, they should notify Southgate Estates as soon as possible or in any case within 15 working days.

STAGE 3 – REFERRAL TO THE PROPERTY OMBUDSMAN

  • A further response may still be given by Southgate Estates during this period, which may include a further offer of compensation, apology or further explanation.
  • In the event that the final response from Southgate Estates is still not acceptable, the complainant may contact The Property Ombudsman who will act as independent adjudicators. The case should be referred to The Property Ombudsman (information attached) within 12 months of the response.
  • You should follow the procedures set out in The Property Ombudsman’s code of conduct, which can be obtained from their website:
    The Property Ombudsman Scheme: free, fair & impartial redress (tpos.co.uk)
    The Property Ombudsman may be contacted at the following address:
    The Property Ombudsman
    Milford House
    43-55 Milford Street
    Salisbury
    Wiltshire
    SPI 2BP
    01722 333306
    admin@tpos.co.uk
    www.tpos.co.uk

FINAL RESOLUTION

  • Both parties will follow The Property Ombudsman procedures and their decision is final.
  • Any payment of compensation will be made within 90 days of the decision (or as prescribed by The Property Ombudsman) and in accordance with the latest Ombudsman Code of Practice and any judgement given relating to this case.