We are committed to providing a high standard of service and treating all clients with respect, fairness, and transparency. However, we recognise that sometimes things may not go as expected. If you’re unhappy with any aspect of our service, please let us know so we can put things right.
1. How to Make a Complaint
If you wish to raise a concern, please contact us in writing. In order to help us deal with your enquiry quickly and efficiently please include:
- Your name and contact details
- A clear description of your complaint
- Any relevant documents or supporting information
2. What Happens Next
- We will acknowledge receipt of your complaint within 3 working days.
- Your complaint will be thoroughly investigated by a senior member of our team.
- We aim to provide a full response within 15 working days. If more time is needed, we’ll keep you updated.
- Our written response will include our findings and any proposed resolution.
3. If You’re Not Satisfied
If you’re not satisfied with our final response, or if eight weeks have passed since you first raised your complaint and it remains unresolved, you have the right to refer the matter to:
The Property Ombudsman (TPO)
Website: www.tpos.co.uk
Email: admin@tpos.co.uk
Telephone: 01722 333306
Address: Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Naomi Spencer Estates Limited is a proud member of The Property Ombudsman, which provides an impartial and free redress scheme for consumers.
4. Our Commitment
We take all complaints seriously and see them as an opportunity to improve. Your feedback helps us continue to build an inclusive, reliable, and trusted agency.