Complaints Handling Procedure

Introduction
It is always our intention to provide a quality service to all our customers and if something does go wrong, we will always initially attempt to resolve it informally with you. If this is not possible, we have in place a Complaints Handling Procedure (CHP), which meets the regulatory requirements and has three stages.

Stage One
We ask that you put your complaint in writing to make sure that we have a full understanding of the problem and reason for your complaint.

We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 3 days. We will generally provide our response within 15 days, but if this is not possible, we will update you within 15 days and provide a response timescale.

In the first instance please send your written complaint to the appropriate person below:

Residential Lettings
Mr John Phillips
Cooper and Tanner
48-50 Market Place
Warminster
BA12 9AN
Email: complaints@cooperandtanner.co.uk

Residential Sales
Mr Oliver Jenkin
Cooper and Tanner
41 High Street
Glastonbury
BA6 9DS
Email: complaints@cooperandtanner.co.uk

Professional Services and Sale Rooms
Mr Jake Smith
Cooper and Tanner
14 High Street
Midsomer Norton
BA3 2HP
Email: complaints@cooperandtanner.co.uk

Stage Two
If you are not satisfied with our response you can write to us again outlining your concerns and the matter will be reviewed. We will generally provide our final response within 15 days, but if this is not possible, we will update you within 15 days and provide a response timescale.

Please send your written request for a review to the appropriate person below:

Residential Lettings and Residential Sales
Mr Andrew Colyer
Cooper and Tanner
48-50 Market Place
Warminster
BA12 9AN
Email: andrew.colyer@cooperandtanner.co.uk

Professional Services and Sale Rooms
Mr Nick Oliver
Cooper and Tanner
41 High Street
Glastonbury
BA6 9DS
Email: nick.oliver@cooperandtanner.co.uk

Stage Three
If we are unable to agree on resolution you then have the opportunity to take your complaint to:

The Property Ombudsman Limited
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333306
Email: enquiries@tpos.co.uk

Referrals to the Property Ombudsman Ltd must be made within twelve months from receiving our final response.