COMPLAINTS HANDLING PROCEDURE

This Company is regulated by our governing body, the TPO, and, in accordance with their requirements, we operate a Complaints Handling Procedure (CHP).

Initially, the Complaints Handling Procedure allows our firm to consider and review any complaint in full. To do this, we require your complaint to be submitted in writing to:

Miss L Rogers
Manager
Maltbys 17 Stone Street
Gravesend, Kent
DA11 0NH

Tel: 01474 569000
Fax: 01474 569003
Email: info@maltbysltd.com

If you have made your complaint by telephone, or face-to-face with a representative of the firm, you will also need to put your complaint in writing to the above-named.

We will acknowledge the written complaint within 5 working days of receipt. We will then undertake our internal investigation and review of the complaint.

Within a further 21 days of our initial acknowledgement, and after our full internal investigation of the complaint by the relevant senior-level staff, we will write to you with our findings and details of what actions have been or will be taken.

We hope that the internal investigations and review, and actions subsequently taken, will resolve the issue to the complainant’s satisfaction. However, should the complainant remain dissatisfied at the way their complaint has been handled, or at the result of the internal review, they have the right to refer to TPO scheme. There is no charge to the complainant for the use of this scheme.

The Property Ombudsman
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP

Tel: 01722 333306
Email: admin@tpos.co.uk
Web: www.tpos.co.uk

 

Maltbys Ltd, 17 Stone Street, Gravesend DA11 ONH   01474 569000   info@maltbysltd.com    Complaints Procedure