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How to Make a Complaint – Information for Customers

Andersons 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.

Please note:

  • All complaints must be made in writing.
  • All correspondence will be kept 100% confidential.
  • Your complaint will be dealt with by a member of the senior management team.

Stage One

All complaints should, in the first instance, be directed in writing to Katherine Anderson, Director. She will endeavour to resolve your complaint in writing immediately, and no later than seven working days of the first notification.

Stage Two

If for any reason your complaint has not been upheld or settled to your satisfaction then you have the right to appeal this decision. Please submit in writing your appeal and Katherine Anderson, Director, will review your complaint and appeal. You will receive in writing the outcome of your appeal within seven working days.

Stage Three – The Property Ombudsman

We hope by this stage that your complaint has been concluded to your satisfaction. However if this is not the case you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this can be found on The Property Ombudsman website at www.tpos.co.uk or contact at:

The Property Ombudsman
Milford House
43-55 Milford Street
01722 333306

Please note that you must do so within six months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.