In-house complaints procedure

At Oakhill Estate Agents, we are committed to providing a professional service to all our clients and customers. If something goes wrong, please tell us so we can address your concerns and improve our service.

How to make a complaint

Please email info@oakhillagents.co.uk, using the subject line “Formal Complaint – [Property Address]”.

Alternatively, write to Oakhill Estate Agents, 6 South Street, Isleworth, TW7 7BG.

Please include your name, contact details, the relevant property address, details of your concerns and any supporting documents. Please also explain how you would like us to resolve the matter.

What happens next?

Our response times follow The Property Ombudsman’s Code of Practice.

1. Acknowledgement

We will acknowledge your complaint in writing within three working days of receiving it, enclosing a copy of this procedure.

2. Investigation

A senior member of staff or designated complaints handler who was not directly involved in the matter will investigate your concerns, review the relevant records and speak with any staff involved.

We will provide a formal written outcome within 15 working days of receiving your original complaint. This period runs from receipt of your complaint, not from the date of our acknowledgement.

In exceptional circumstances, if we need additional time, we will explain why, keep you informed and provide an expected response date.

3. Further review

If you remain dissatisfied, please reply explaining which points remain unresolved. We will arrange a separate review by a senior member of staff who was not directly involved in the matter.

We will provide our final written response, known as our final viewpoint, within 15 working days of receiving your request for a review.

4. Independent review

If you remain dissatisfied with our final viewpoint, or your complaint remains unresolved after eight weeks from the date you first complained, you may refer it to The Property Ombudsman for a free, independent review.

You may also refer your complaint earlier if you have not received a response after 15 working days, have followed up with us and still receive no response within a further five working days.

You must refer your complaint to The Property Ombudsman within 12 months of our final viewpoint.

The Property Ombudsman
Website: www.tpos.co.uk
Email: admin@tpos.co.uk
Telephone: 01722 333306