Complaints Procedure

We realise that things can go wrong and there may be occasions when you feel that we have not provided the level of service that you would expect to receive. When this happens we want to hear about it so that we can try to put things right.

If you have a complaint we ask that you advise your concerns by telephone, email or letter.

We will then make all attempts to resolve the issue. If we are unable to at this stage, we will pass the complaint to one of our Directors.

We will acknowledge your complaint within 5 working days.

We will consider your complaint and respond within three weeks

If you are still unhappy please write to :

Mr. K. M. Lyons, FRICS

Foxes Property Management Ltd.,

6 Poole Hill,

Bournemouth,

BH2 5PS

Email : karl.lyons@foxes.co.uk

Once we have received your written summary of the complaint, we will contact you in writing within seven days to inform you of our understanding of the circumstances leading to your complaint. We will then carry out an internal investigation and let you know what actions we have taken or will take concerning your complaint within 28 days. If necessary we will arrange to meet with you during this period.

If you are still not satisfied with the above or more than 8 weeks have elapsed since the complaint was first made then you have the right to take the matter up with the Ombudsman Service and the contact details are as follows:

The Property Ombudsman
Milford House, 43-55 Milford Street
Salisbury, Wiltshire
SP1 2BP

Tel: 01722 333306
Web: www.tpos.co.uk