Complaints Procedure
Black & Golds Letting Agents Limited Complaints Procedure
1. Purpose
We are committed to providing a professional service to all our clients and customers. However, if something goes wrong, we want you to tell us about it. This will help us to improve our standards and resolve any issues promptly and fairly.
2. How to Make a Complaint
If you are dissatisfied with any aspect of our service, please follow the steps below.
Stage 1 – Informal Resolution
In the first instance, please raise your concerns with the member of staff you have been dealing with.
They will do their best to resolve the matter quickly and informally.
If you are not satisfied with the outcome, please proceed to Stage 2.
Stage 2 – Formal Complaint
Please submit your complaint in writing to:
James Sharpe
Lettings Manager
Black & Golds Letting Agents Limited
117 Stratford Road, Shirley, B90 3ND
Email: lettings@blackandgolds.co.uk
Telephone: 0121 249 6207
Your written complaint should include:
Your name, address, and contact details
The property address (if applicable)
A clear description of your complaint
What outcome you are seeking
We will acknowledge receipt of your complaint within 3 working days.
We will then investigate your complaint and aim to provide a formal written response within 15 working days of acknowledgement.
If we require more time, we will inform you and explain the reason for the delay.
3. Stage 3 – Review by Senior Management
If you remain dissatisfied after receiving our formal response, you may request a review of your complaint by a senior manager or director.
Your request must be made within 15 working days of receiving our response.
We will carry out a full review and provide a final written response within 15 working days of receiving your request.
This letter will confirm our final viewpoint on the matter.
5. Stage 4 – Independent Redress
If you are still not satisfied after our final viewpoint, or if 8 weeks have passed since you first made your complaint and it remains unresolved, you may refer the matter to our independent redress scheme:
The Property Ombudsman (TPO)
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
Website: www.tpos.co.uk
Email: admin@tpos.co.uk
Telephone: 01722 333 306
You must refer your complaint to TPO within 12 months of receiving our final viewpoint letter.
6. Record Keeping
We maintain a record of all complaints received, including details of how they were resolved, for a minimum of 6 years.
This allows us to monitor and improve our service standards.
7. Associated Codes
This complaints procedure is in line with:
The Property Ombudsman Code of Practice
ARLA Propertymark / Client Money Protection requirements (if applicable)
Black & Golds Limited (Sales) Complaints Procedure
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , 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.