Complaints Procedure
Information for all Clarknewman Ltd & Centurion Lettings Ltd Customers.
We are members of The Property Ombudsman Service (TPOS) In order to ensure that your interests are safeguarded, we have put a process forward by which any raised complaints are handled; this allows us to handle any concerns effectively and wherever possible as soon as they are raised.
We have two businesses:
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Estate Agency: Clarknewman Ltd
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Residential Lettings: Centurion Lettings Ltd
Residential Estate Agency Complaints Process
Stage One – Internal Procedure
All complaints should in the first instance be directed to the directors of the Estate Agency at the address below. This will be acknowledged within three working days. We will endeavour to resolve your complaint within fifteen working days from when we received notification of the issue. A written response to summarise any investigations to resolve your complaint will be sent within this time frame.Within fifteen working days the directors will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.
Directors: Paul Wood, Lewis Clark & Sam Newman
Clarknewman Ltd, Equity House, 4-6 Market Street, Old Harlow, Essex CM17 0AH
Stage Two – The Property Ombudsman
If you are still not satisfied after the last stage of the in-house complaint procedure (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. Details of how to do this are contained within the final viewpoint letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.ukPlease note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within twelve months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.
The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
Tel: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
Residential Lettings Complaints Process
Stage One – Internal Procedure
All complaints should in the first instance be directed to the director of Centurion Lettings LTD at the address below. This will be acknowledged within three working days. We will endeavour to resolve your complaint within fifteen working days from when we received notification of the issue. A written response to summarise any investigations to resolve your complaint will be sent within this time frame.
Within fifteen working days the director will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.
Director: Paul Wood
Centurion Lettings Ltd, Equity House, 4-6 Market Street, Old Harlow, Essex CM17 0AH
Stage Two – The Property Ombudsman
If you are still not satisfied after the last stage of the in-house complaint procedure (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. Details of how to do this are contained within the final viewpoint letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.ukPlease note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within twelve months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.
The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
Tel: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
