At Urban & Rural, we aim to give you the best customer service possible. But if you feel we’ve fallen short of this, please let us know. We’ll work with you to put things right and we’ll always try to use your feedback to improve things where we can.
The following sets out our complaints procedure and lets you know how to go about making a complaint and how to take it further, if you need to.
If you’re unhappy with our service, please let us know as soon as you can. We’ll do our best to put things right, so you feel confident in your future relationship with us.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below. Your Complaint should be sent to 'The Branch Manager' at the branch to which your complaint refers (a list of branch addresses are available here).
What will happen next?
- We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. We will review your file and speak to any members of our team who were involved. 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 senior member of staff. Should you wish to escalate to this stage then please write to 'The Branch Owner' at the branch to which your complaint refers (a list of branch addresses are available here).
- 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. You have 12 months during which you can refer your complaint to The Property Ombudsman:
The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Website: https://www.tpos.co.uk/consumers Tel: 01722 333306
Email: submit complaints directly through the TPO website (click here) or by Email to: firstname.lastname@example.org