Complaints Procedure

Informations for Customers

Putterills is a member of The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.

Complaints Procedure

Putterills prides itself on the level of its customer service. However, occasionally things do go wrong, and you may need to complain. Please see our complaints procedure below.

TPO Complaints Procedure

Stage One – Manager of the Branch

All complaints should, in the first instance, be directed to the Manager of the Branch you have been dealing with. He or she will endeavour to acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.

Stage Two – Director of Branch

If you remain dissatisfied, you may address your concerns in writing to the Director of Branch, Either Ricky Stokes or Tracy Kosmalski for Stevenage and Knebworth / and Jeremey Godfrey for Welwyn garden City and Hitchin, within one month of the response from the Director of the Branch. Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter.

Stage Three – The Property Ombudsman

After you have received a response from the Managing Director and if you are not satisfied with his proposed resolution, you can contact The Property Ombudsman Service. Please refer to contact details below.

Address:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Email: admin@tpos.co.uk
Telephone 01722 333306

Please note that you must do so within twelve months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints procedure is exhausted.