Complaints Process

In-House Complaints Handling Procedure

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

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, (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).  Please send your letter of complaint to:

Amax Estates and Property Services Limited

169 Parrock Street, Gravesend, Kent, DA12 1ER

Tel: 01474 564444

Email: info@amaxestates.com

Website: www.amaxestates.com

 

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. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  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.
  • 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 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.

 

We have chosen to use the following redress providers:

Consumer                                                                                                     Business to Business

The Property Ombudsman (TPO)                                                            RICS Dispute Resolution Services (DRS)

Milford House                                                                                              Surveyor Court

43-55 Milford Street                                                                                  Westwood Way

Salisbury                                                                                                        Coventry                                             

Wiltshire,  SP1 2BP                                                                                     CV4 8JE

Tel: 01722 333306                                                                                      Tel. 020 7334 3806

Email:  admin@tpos.co.uk                                                                        Email: drs@rics.org

Website: www.tpos.co.uk                                                                        Website: www.rics.org/drs

                                                                                                                  

Please note that any referral to The Property Ombudsman following our final response must be made within 12 months off 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.