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Complaints Procedure

At Sell My Home Now we are committed to providing the best service possible to our customers every time. However, we understand that in some instances people may not be completely satisfied with the service they have been provided by Sell My Home Now or one of its employees and may have a complaint to raise.

We are more than happy to receive complaints so we can learn from any mistakes and ensure it doesn’t happen again.

How to make a complaint

If you have a complaint to raise, please raise your complaint in writing to the following address:

Company Director
Sell My Home Now Limited
International House
61 Mosley Street
Manchester
M2 3HZ

Our complaints procedure will only commence when we have received your complaint in writing, for example if you have raised a complaint over the phone or by email to one of our staff members, this won’t have triggered our complaint procedure our complaints procedure will only commence once we have received your complaint in writing.

Please include as much details as possible within your complaint to ensure a quicker resolution for all parties.

Complaints Process:

  • A complaint is raised by a yourself
  • You will receive a letter acknowledging the receipt of your complaint within 3 working days of receiving it, along with a copy of our complaint’s procedure.
  • Sell My Home Now will fully investigate your complaint, a formal response of our investigation will be completed within 15 working days from the date of the acknowledgement letter. In exceptional circumstances this timescale may need to be extended, you will be kept fully informed in this instance and be provided with an explanation for the cause of delay.
  • Up on receipt of our investigation, if you are still not satisfied with the outcome you can contact us again and request a second review.
  • We will inform you of the outcome of our second review within 15 working days from the date of the request for a second review.
  • Following the conclusion of our second review we will send you written confirmation of our final view. If you are still not satisfied with the last stage of our in-house complaint procedure, you can refer this complaint to the Property ombudsman who will undertake an independent review of the complaint free of charge. (please note if 8 weeks have elapsed since the complaint was first made and is still ongoing, you can raise the complaint directly to the ombudsman).
  • If a complaint is referred to the ombudsman, they will undertake an independent review of the complaint and inform both of us of the outcome. Please be aware that any referral to the ombudsman must be made by you within 12 months of our final decision.

 

Complaint Referral Contact Details

The Property Ombudsman

Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

Telephone: 01722 333 306

Email: admin@tpos.co.uk

Visit their Website

Complaints Procedure

At Sell My Home Now we are committed to providing the best service possible to our customers every time. However, we understand that in some instances people may not be completely satisfied with the service they have been provided by Sell My Home Now or one of its employees and may have a complaint to raise.

We are more than happy to receive complaints so we can learn from any mistakes and ensure it doesn’t happen again.

How to make a complaint

If you have a complaint to raise, please raise your complaint in writing to the following address:

Company Director
Sell My Home Now Limited
International House
61 Mosley Street
Manchester
M2 3HZ

Our complaints procedure will only commence when we have received your complaint in writing, for example if you have raised a complaint over the phone or by email to one of our staff members, this won’t have triggered our complaint procedure our complaints procedure will only commence once we have received your complaint in writing.

Please include as much details as possible within your complaint to ensure a quicker resolution for all parties.

Complaints Process:

  • A complaint is raised by a yourself
  • You will receive a letter acknowledging the receipt of your complaint within 3 working days of receiving it, along with a copy of our complaint’s procedure.
  • Sell My Home Now will fully investigate your complaint, a formal response of our investigation will be completed within 15 working days from the date of the acknowledgement letter. In exceptional circumstances this timescale may need to be extended, you will be kept fully informed in this instance and be provided with an explanation for the cause of delay.
  • Up on receipt of our investigation, if you are still not satisfied with the outcome you can contact us again and request a second review.
  • We will inform you of the outcome of our second review within 15 working days from the date of the request for a second review.
  • Following the conclusion of our second review we will send you written confirmation of our final view. If you are still not satisfied with the last stage of our in-house complaint procedure, you can refer this complaint to the Property ombudsman who will undertake an independent review of the complaint free of charge. (please note if 8 weeks have elapsed since the complaint was first made and is still ongoing, you can raise the complaint directly to the ombudsman).
  • If a complaint is referred to the ombudsman, they will undertake an independent review of the complaint and inform both of us of the outcome. Please be aware that any referral to the ombudsman must be made by you within 12 months of our final decision.

 

Complaint Referral Contact Details

The Property Ombudsman

Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

Telephone: 01722 333 306

Email: admin@tpos.co.uk

Visit their Website

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