info@reipuk.com 0800 2465 274
info@reipuk.com 0800 2465 274

COMPLAINTS PROCEDURE

COMPLAINTS PROCEDURE

REIP UK Ltd are committed to providing a professional service to all our Clients, but in the unlikely event that you are dissatisfied with the service provided, we require you to tell us about it. REIP UK Ltd adhere to all Code of Practices stipulated by TPO (The Property Ombudsman) to treat buyers and sellers fairly.

Please get in touch in the first instance and register your complaint.  This allows us the chance to investigate and resolve your complaint.  Should you remain unhappy with the response provided, the matter would be referred to The Property Ombudsman (TPO). 

How to Make a Complaint

Please put your complaint in writing, including as many details as possible relating to the circumstances of your complaint.  If you have already made a complaint over the telephone or via email, we still require you to make your full complaint in writing.

 

What Happens Next?

  • REIP UK Ltd will acknowledge the receipt of your letter within 3 working days (enclosing a copy of our ‘Complaints Procedure’
  • REIP UK Ltd will then fully investigate your complaint. A review of all case details will take place and a formal written outcome of the investigation will be sent to you within 15 days of receipt of the original complaint

 

What Happens If I Am Still Not Satisfied?

  • If you are still unsatisfied with the outcome of the full review and more than 8 weeks have passed you can then request an independent review via The Property Ombudsman.
  • Please note that you are required to submit your complaint to The Property Ombudsman within 12 months of receiving our review outcome letter, including any evidence to support your case file.

Please note: The Property Ombudsman requires that all initial complaints be addressed via our companies in-house Complaints Procedure prior to requesting an independent review

The Property Ombudsman

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

Email: admin@tpos.co.uk

Website: www.tpos.co.uk

 

Our Address For Correspondence

Complaints Department

REIP UK Ltd

505 Great Western Road

Glasgow

G12 8HN