Complaints procedure

Complaints procedure

The following steps outlines Cooper Reeves procedure in dealing with any complaints from members of the public, it is designed to provide a quick and satisfactory resolution. Please follow the steps accordingly and we will endeavour to meet a desired and satisfactory outcome, in the swiftest time as reasonably possible:

Step 1 – Individual - If you have a complaint about the service you have received from Cooper Reeves or any member providing a service on behalf of Cooper Reeves, please kindly notify the individual first and foremost if this is in any way possible, as it may be the swiftest way to highlight an issue you are not happy with or find to your dissatisfaction, said individual will be in the best placed position to quickly remedy and resolve it.

Step 2 – Manager - If they are not able to remedy the issue to your satisfaction. We recommend you escalate the matter to the department manager. They will be able to provide you with the contact details, if you feel more comfortable please contact the office to request the details. We advise that you forward your complaint in writing, acknowledgement will be provided within three working days of receipt of your complaint and an investigation will commence. Written confirmation of outcome of the investigation will be provided to you within 10 working days.

Step 3 – Director – If at this point you find the outcome still not to your satisfaction or the matter remains unresolved, please request the matter be escalated to the Director. Please allow three working days for the Director to acknowledge your complaint and an investigation raised. This will involve reviewing the source of complaint, the approach and solution that has been provided in attempting to resolve the issue up to this point. Every effort will be made to find a satisfactory and final resolution to the complaint. The final outcome of the investigation will be sent in writing to you within 21 working days.

Step 4 – The Property Ombudsman (TPO) – If, in the event our final response and resolution is not to your satisfaction. You may write to The Property Ombudsman (TPO) who will review your complaint and notify you of their decision on the matter accordingly. Please refer to following link for guideline