Complaints Procedure

How to complain

If you have a complaint about any aspect of the service provided by our staff at Quest London, we would ask you to contact us initially. We can be contacted in any one of the following ways:

In writing to Quest London, 17 Morris Road, London E14 6FF, by email to info@questlondon.co.uk and by Tel: 020 3620 7000

Dealing with your complaint

To ensure that your complaint is property dealt with, we will log it on our system as soon as the complaint is received.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

We value customer feedback as it helps us to improve our service. We will deal with your complaint with courtesy and impartiality. If you complain in person or by telephone, we will discuss your complaint with you at the time it is received and do our best to resolve it at this initial stage.

If your complaint is in writing or by e-mail your complaint will be acknowledged in writing within 5 working days following receipt of your complaint. This will involve contacting you in writing to inform you that we have received your complaint and are dealing with it and enclosing a copy of this procedure.

We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.

Quest London aim to respond to all complaints within 15 working days this will involve:

• informing you in writing within 15 working days of sending the acknowledgement letter of the outcome of the investigation including the action we have taken or propose to take
• or arranging to discuss the matter with you
• in which case after the discussion we will write to you confirming the outcome of these discussions and any action we propose to take

If after receiving the details of the outcome of the investigation and the actions Quest London propose to take you are not satisfied with the way that we have handled your complaint you should contact us again and we will arrange for a separate review by a senior member of staff. Within 15 working days of receiving your request for a review of the initial investigation we shall send to you inwriting our final viewpoint on the matter.

Should you then feel that the complaint has not been resolved in a manner you feel satisfies the complaint procedure (or more than 8 weeks has elapsed since the complaint was first made), you can make the necessary contact to The Property Ombudsman without charge.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk
www.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 complaints procedure, before being submitted for an independent review.