Complaints Procedure

So sorry that you have ended up here.

We work very hard to ensure you receive the best possible service but sometimes this goes wrong.

If you are dissatisfied in any way, we would very much like the opportunity to put this right.

We welcome a private discussion; anonymously should you wish, so that we can do our best to resolve the situation.

In the first instance, please contact each of the office partners as below:

Dan Barclay – Partner in charge of the Tiverton office

Rob Hann – Partner in charge of the Cullompton office

Emerald Seddon – Partner in charge of the Bampton office and Lettings department

If you wish to discuss the actions of one of the above, please feel free to have a discussion with either of the other two partners or contact [email protected], where your concerns will then be routed to the best possible person.

If you remain unsatisfied, please refer to the formal complaint’s procedures listed below for both sales and lettings.

COMPLAINTS PROCEDURE

Seddons are members of the Property Ombudsman, who provide an Estate Agents redress scheme for consumers.

The Property Ombudsman provides free, fair and independent services for dealing with unresolved disputes between agents and those who are buying, renting or letting a residential or commercial property in the United Kingdom.

The Ombudsman is totally independent of Estate Agents and reports directly to the Property Ombudsman Council, which has a majority of non-industry members.

MAKING A COMPLAINT FOR SALES

If you have initially made your complaint verbally, whether face to face or over the telephone, please also make your complaint in writing addressed to Rob Hann, Complaints Officer, Seddon Estate Agents, 8 Fore Street, Tiverton, Devon EX16 6LH, or alternatively, you can send your complaint via email to Rob Hann at [email protected] or [email protected]. This is to ensure we fully understand exactly what your complaint is, and that we have a written record of it. You will receive acknowledgement of your complaint within 3 working days.

The first stage of our complaints handling procedure will involve full consideration of your complaint by Rob Hann, on behalf of the firm. We will then provide you with a full response within 15 working days, or if that is not possible, an update on what is happening with your complaint. We will then endeavour to resolve the complaint to your satisfaction. If you are happy with the outcome of the investigation into your complaint, the matter will conclude.

If, however, we cannot agree on how to resolve the complaint, then you will have the opportunity to take your case to the Property Ombudsman, who deals with both residential and commercial property disputes. This must be done within 12 months of the final viewpoint letter.

We would agree to deal with any properly appointed representative who acts on your behalf.

If we fail to conclude our investigations within 8 weeks from the time the complaint was first received, you shall be able to refer the matter direct to the Property Ombudsman.

The Property Ombudsman
Tel: 01722 333 306
Email: [email protected]
Website: www.tpos.co.uk
Address: The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, SP1 1BP.

MAKING A COMPLAINT FOR LETTINGS:

Even though you may have made your complaint verbally, either face to face or over the telephone, it is important that you submit your complaint in writing, addressed to Emerald Seddon-Davey of Seddons Lettings Limited, 8 Fore Street, Tiverton, Devon EX16 6LH. Alternatively, you may email your complaint to [email protected].

Please provide as much information as possible, as it is important that we fully understand what your complaint is, and that we have a written record of it. You will receive acknowledgement of your complaint within 3 working days.

The first stage of our complaints handling procedure will involve detailed consideration of your complaint by Emerald Seddon-Davey, who is a Director of Seddons Lettings Limited. You will then be provided with a full response or, if that is not possible, an update on what is happening with your complaint, within 15 working days. We will endeavour to resolve the complaint to your satisfaction and if you are happy with the outcome of the investigation, the matter will conclude.

If you are still dissatisfied, then you will have the opportunity to take your case to The Property Ombudsman. This must be done within 12 months of the date of the final viewpoint letter.

We would agree to deal with any properly appointed representative who acts on your behalf.

If we fail to conclude our investigations within 8 weeks from the time the complaint was first received, you shall be able to refer the matter direct to the Property Ombudsman.

The Property Ombudsman
Tel: 01722 333 306
Email: [email protected]
Website: www.tpos.co.uk
Address: The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, SP1 1BP.