Information for Customers

We are a member of The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are are addressed effectively and wherever possible, as soon as they are raised.

1.Please address all complaints to our Director, Nathan Francis, who will aim to resolve any grievances personally.

2.All complaints will be acknowledged in writing within 3 working days, and a copy of this Complaints Procedure will be provided.

3.Telephone complaints may be dealt with by telephone if straightforward, however a written response will be provided for complex or multiple issues.

4.If your complaint remains unresolved it should be escalated in writing to our Customer Relations Department:
Francis & Friends
Customer Relation Department
Mainyard Studios
102 Rookery Court
London E10 5FA
The complaint will be investigated further referring to the relevant records and conducting interviews with the relevant members of staff. You will be advised of the outcome within 15 working days.

5.Further communication between you and the Customer Relations department may be necessary to resolve your concerns however, if an agreement cannot be reached, the Customer Relations Department will issue a final viewpoint letter.

6.Once a final viewpoint letter has been issued, you may refer the matter to The Property Ombudsman within 12 months of the date of our final viewpoint letter. Their contact details are as follows:
The Property Ombudsman
Milford House, 43-55 Milford Street
Salisbury, Wiltshire SP1 2BP
Tel: 01722 333306
Fax: 01722 332296
www.tpos.co.uk