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Complaints Procedure

At Envisage Sales and Lettings we make every effort to offer the best possible service so hope that you don’t have reason to complain. However, if there is something you’re not happy with, we’d like to hear from you right away so we can try to put matters right quickly and efficiently.

How to Report a Complaint

Stage One – Account Handler

At Envisage Sales and Lettings we pride ourselves on our customer experience, however we do understand that from time to time things do not always go to plan. In these instances we would always encourage you to speak with your Account Handler in the first instance to resolve any concerns. Our team are well trained and are on hand to support you with any situation.

Stage Two – Team Leader

If your Account Handler has been unable to resolve your complaint, we would ask that you inform us of any issues formally in writing, using one of the following channels -

We ask that all complaints are put in writing as soon as possible to allow us to investigate fully. All such complaints will be investigated fully before we respond. Our intention is to resolve your concerns within 48 hours. Sometimes it may take longer to investigate fully, and if this happens, we will let you know within three working days. The latest that you will receive a response is within 15 working days.

Stage Three – Team Manager

If you remain dissatisfied following receipt of our Stage Two response from the relevant Team Leader, you may address your concerns to the Team Manager in writing within one month of receipt. Your complaint will be acknowledged within three working days of receipt and you will be provided with a final written response from the Team Manager within 15 working days.

Stage Four– The Property Ombudsman

If you remain dissatisfied following our Stage Three response, then you may refer your complaint to the Property Ombudsman Service. We will provide you with details of how to do so in our Stage Three response, but you can also visit www.tpos.co.uk if you require further information. Please note that any such referral must be done within 6 months of our Stage Three response. Your complaint will not be considered by the Property Ombudsman Service unless we have exhausted our internal complaints procedure.

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