COMPLAINTS PROCEDURE
EVERYTHING YOU NEED TO KNOW ABOUT COMPLAINTS PROCEDURE PROCESS.
WELCOME HOME COMPLAINTS PROCEDURE
Welcome at Home is member of The Property Ombudsman Scheme T02990
At Welcome Home, we are committed to delivering the highest levels of service. We do, however, recognise that occasionally things may not go entirely according to plan. In such cases, Welcome Home operates an internal complaints procedure to ensure that any issues are addressed promptly and fairly.
In the first instance, please contact the Director of Welcome Home, Mr. Manuel Detogni (RICS member), either by email at complaints@welcomehome-uk.com
or by post at our office address:
Welcome at Home ltd C/o Manuel Detogni 146 Strand, London WC2R 1JD
If you are unable to resolve the matter with the staff member you have been liaising with, please submit a complaint to The Property Ombudsman official website. You can click below to access the form.
*We will acknowledge receipt of your written complaint within 3 working days and confirm who will be responsible for investigating it.
Within a further 15 working days, the appointed person will write to you with the outcome of the investigation and inform you of any actions that have been or will be taken. If additional time is required to fully consider your complaint, you will be notified in writing with a revised timescale.
This response will represent Welcome Home’s final position.
If you remain dissatisfied, you have the right to refer your complaint to The Property Ombudsman within 12 months for an independent review:
The Property Ombudsman
Milford House, 43–55 Milford Street
Salisbury, Wiltshire, SP1 2BP
T: 01722 333 306
W: tpos.co.uk
PLEASE NOTE THE FOLLOWING
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
