Customer Complaints Handling Procedure
As a member of the Safeagent and The Property Ombudsman (TPO), Homesure aims to provide the highest standards of service to all landlords, tenants, buyers and sellers, but to ensure that your interests are safeguarded, we offer the following:
– If you have a grievance, please write in the first instance to:
Branch Manager
32 Allerton Road
Woolton Village
Liverpool
L25 7RG
or email admin@homesureproperty.co.uk
– The grievance will be acknowledged within 3 working days and investigated thoroughly in accordance with established
‘in-house’ procedures.
A formal written outcome of the complaint will be sent to you within 15 working days.
If we require longer than this timescale, we will advise you in writing and confirm our revised response date.
– If the complainant is dissatisfied with the result of the internal investigation, please contact:
The Managing Director
32 Allerton Road
Woolton Village
Liverpool
L25 7RG
or email admin@homesureproperty.co.uk
– If the complainant is still not satisfied, The Property Ombudsman offers mediation between the complainant and
the company. You can refer the matter to The Property Ombudsman, Milford House, 43-55 Milford Street,
Salisbury, Wiltshire, SP1 2BP, membershipcompliance@tpos.co.uk, 01722 335 458 within 12 months from the date of our final viewpoint, 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.
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