Complaints Procedure

 

Your Choice Estate Agents – Complaints Procedure
We are committed to providing a professional, honest, and high-quality service to all our clients and customers.
If something goes wrong, we want you to tell us — this helps us to put things right and continually improve our standards.

Our complaints procedure has three simple stages:

Stage One – Initial Complaint
If you are unhappy about our service or have a complaint, please put it in writing, giving as much detail as possible.

You can email us at:
customerrelations@ycea.co.uk
or write to us at:
FAO: Customer Relations
Your Choice Estate Agents
86 Toller Lane
Bradford
West Yorkshire
BD8 9DA

We will acknowledge receipt of your complaint within 3 working days and provide you with a copy of this procedure.

Stage Two – Investigation and Review
Your complaint will be investigated by the Office Manager or another senior member of staff who will review your file and speak to the staff involved.

A formal written outcome of our investigation will be sent to you within 15 working days of our acknowledgment letter.

If you remain dissatisfied after this stage, you may request a further review by a senior partner or proprietor.
We will provide our final written viewpoint within 15 working days of receiving your request for a review.

Stage Three – Independent Redress
If you are still not satisfied after receiving our final viewpoint, or more than eight (8) weeks have passed since your initial complaint, you can request an independent review free of charge by contacting:

The Property Ombudsman (TPO)
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk

Please note:

You must submit your complaint to TPO within 12 months of receiving our final viewpoint letter.
The Property Ombudsman requires that all complaints are first raised through our in-house procedure before they will consider an independent review.
If we have not resolved your complaint within 8 weeks, you may refer the matter to TPO without waiting for our final viewpoint letter.

Stage Four (Optional) – Professional Conduct Complaint (Propertymark)
Your Choice Estate Agents is a Propertymark-Protected member and adheres to the Propertymark Conduct and Membership Rules.

If you believe we have breached professional standards, you may also contact:

Propertymark
Arbon House, 6 Tournament Court, Edgehill Drive, Warwick CV34 6LG
01926 496 800
compliance@propertymark.co.uk
www.propertymark.co.uk