Complaints procedure
We’re committed to giving every client and customer a professional service. If something goes wrong, please tell us so we can put it right and improve.
How to make a complaint
Please put your complaint in writing, with as much detail as possible, to the office that handled your sale, purchase or tenancy:
Poole office
Athertons, 14 Dorchester Road, Oakdale, Poole, BH15 3JY
01202 681113 · poole@athertonsea.com
Bournemouth office
Athertons, 508 Wimborne Road, Winton, Bournemouth, BH9 2EX
01202 512348 · bournemouth@athertonsea.com
What happens next
- Acknowledgement: we’ll write to you within three working days of receiving your complaint to confirm we’ve received it, with a copy of this procedure.
- Investigation: the office manager will review your file and speak to the member of staff who dealt with you. We’ll send you our formal written response within 15 working days of our acknowledgement letter.
- Review: if you’re still not satisfied, tell us and we’ll arrange for a separate review by a senior member of staff.
- Final response: we’ll write to you within 15 working days of receiving your request for a review, confirming our final viewpoint.
If you’re still unhappy
If you remain dissatisfied, you can ask The Property Ombudsman for an independent review. You can also refer your complaint to the Ombudsman if we haven’t resolved it within eight weeks.
The Property Ombudsman
Milford House, 43–45 Milford Street, Salisbury, Wiltshire, SP1 2BP
01722 333 306 · www.tpos.co.uk
Please note that you’ll 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 Ombudsman requires complaints to go through our in-house procedure first.
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