Hermens Complaints Procedure

Hermens is regulated by the Property Ombudsman and we are committed to providing the best service to all our clients and customers. If something goes wrong, then we need you to tell us about it. This will help us improve our standards.

If you have a complaint or grievance then please put it in writing to arman@hermens.co.uk, including as much detail as possible. We will then respond in line with the timeframes set out below. If you feel we have not adequately addressed your complaint within eight weeks, then you can refer your complaint to the Property Ombudsman.

Our process:

• Once we receive your complaint, we will send you a letter of acknowledgement within three working days of receiving it, enclosing a copy of this procedure.

• We will then investigate your complaint and respond to your complaint within 3 weeks of initial receipt, confirming our official response to your complaint and explaining our reasons behind any decisions made, plus any suggested next steps.

• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

• We will write to you within 14 working days of receiving your request for a review, confirming our final viewpoint on the matter.

• If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP

Tel: 01722 333 306
www.tpos.co.uk
admin@tpos.co.uk

Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.