Sensitive Complaint Handling
At Avery Residential, we are committed to providing a professional, high-quality service to every client and customer. If something goes wrong, we want to know. Your feedback helps us improve and maintain the standards we aim for.
If you wish to make a complaint, please do so in writing and include as much detail as possible. We follow a clear process and aim to respond within the timeframes outlined below.
If you feel that your complaint has not been addressed within eight weeks, you may be able to escalate the matter to The Property Ombudsman, even without receiving our final written response.
What Happens Next?
Acknowledgement
We will acknowledge receipt of your complaint in writing within three working days, along with a copy of this complaints procedure.
Investigation
Your complaint will be investigated by the Branch Director, who will review your file and consult with the staff member involved.
You will receive a formal written outcome within 15 working days of the acknowledgment.
Further Review (if needed)
If you remain dissatisfied, you may request a further review. A senior team member will reassess the matter independently.
We will respond with our final viewpoint letter within 15 working days of receiving your request for a review.
Escalation to The Property Ombudsman
If you are still unsatisfied, you may contact The Property Ombudsman to request an independent review.
The Property Ombudsman
Milford House
43–45 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333 306
Web: www.tpos.co.uk
Important Notes
Complaints must be submitted to The Property Ombudsman within 12 months of receiving our final viewpoint letter.
You must first go through our internal complaints procedure before the Ombudsman will consider your case.
Be sure to include any supporting evidence when making a formal complaint.