At John Couch The Estate Agent we pride ourselves on the level of customer service that we provide. In the event you feel dissatisfied with our service and wish to make a complaint, you will need to follow our Complaints Handling Procedure, details of which can be found below.
John Couch The Estate Agent is a member of The Property Ombudsman Scheme (TPOS) and the National Association of Estate Agents (NAEA). By belonging to these organisations we are required to follow strict professional standards.
We would request that you initially make your complaint in writing directly to the office, addressed to John / Susan Couch, who are partners in the business. Please set out clearly the reason for your grievance(s) together with dates, names of any staff members and enclosing/attaching supporting evidence.
Your complaint will be acknowledged and we will start our in house complaints process. A receipt will be made to you within 3 working days of receiving your complaint.
Within 15 working days of receiving your complaint, a full investigation will take place and you will receive a formal response addressing your specific complaints and proposing resolutions where appropriate. This will be our final position.
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.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
01722 333306
www.tpos.co.uk
[email protected]
You must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter.
John Couch The Estate Agent contact details:
The partners of the firm are John Frederick and Susan Elizabeth Couch
43 Ilsham Road, Wellswood, Torquay, Devon TQ1 2JG
Telephone 01803 296500
Email [email protected]
Website www.johncouch.co.uk