How to Make a Complaint at Town & Country 📝

Town & Country Complaints Procedure
At Town & Country, we are committed to delivering a professional and high-quality service to all
our clients and customers. If something goes wrong, we want to hear about it. Your feedback is
invaluable and helps us to improve our standards.
If you wish to make a complaint, please do so in writing, providing as much detail as possible.
We will respond according to the timeline outlined below. If we have not resolved your complaint
within eight weeks, you may be able to refer it to The Property Ombudsman without our final
response.
What Happens Next?
1.Acknowledgement
We will acknowledge receipt of your complaint in writing within three working days of
receiving it. A copy of this complaint’s procedure will be included.
2. Investigation
Your complaint will be investigated by the office manager, who will review your file and
speak with the team member involved. You will receive a formal written response
outlining the outcome of our investigation within 15 working days of our
acknowledgement letter.
3. Further Review (if required)
If you are not satisfied with our response, you may request a further review. A senior
member of staff will then conduct an independent review of your complaint.
4. Final Response
Within 15 working days of your review request, we will send you our final written
viewpoint on the matter.
5. Referral to The Property Ombudsman
If you remain dissatisfied after completing our internal complaints procedure, or if more
than eight weeks have passed since you first raised your complaint, you may refer the
matter to:
The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
Please Note:
• You must submit your complaint to The Property Ombudsman within 12 months of
receiving our final viewpoint letter.
• The Property Ombudsman requires all complaints to be addressed through our in-house
complaints procedure before they will consider a case for independent review.