Complaints Procedure
Mr Investa is a voluntary member of The Property Obusdsman scheme (TPOS) for sales and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints procedure in place.
The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases, we hope that any issues can be resolved quickly and amicably to customers’ satisfaction at Manager level.
Stage One – Sales Manager
Complaints should, in the first instance, be directed to the Sales Manager you have been dealing with. They will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 3 working days from first notification.
Stage Two – General Manager
Should the Sales Manager not be able to resolve your complaint to your satisfaction, you can refer the matter to the General Manager who will respond within 3 working days from receipt.
Stage Three – Director
If, after your response from the General Manager, you remain dissatisfied, you may address your concerns, in writing, to the Director. Once received your letter will be acknowledged within 24 hours, (excluding weekends and public holidays), and you will receive a response within 15 working days from receipt of your letter. If longer is required, the complainant will be notified in writing with an explanation and indication of timescale.
The address to write to is:
Ryan Hughes
Mr Investa
Host Salford
Blue, Media City UK M50 2ST
Or email: Ryan@mrinvesta.com
Stage Four – The Property Ombudsman
Once the internal Mr Investa complaints procedure is exhausted, which includes receiving a Final Viewpoint letter from the Director, you may approach the ombudsman.
For your information
- You must make your complaint to the Property Ombudsman within 12 months of the date of our Final Viewpoint letter.
- The Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our final viewpoint letter
The Property Ombudsman contact details.
Complaint Enquiries – 01772333306
Email – admin@tpos.co.uk
Address – The Property Ombudsman Ltd, Millford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP