Complaints

We aim to get things right first time and provide a high-quality service to all our clients.

If something does go wrong, we need you to tell us about it so we can put things right for you

We will try and resolve your issue as quickly as possible and use your experience to improve the way we do things.

How to make a complaint

Please put your complaint in writing and include as much detail as you can.

We will respond to you in line with the time frames set out below.

If you feel we have not sought to address your complaint within eight weeks, you may be able to refer your complaint to The Property Ombudsman

What happens next?

1. Once we receive your written complaint, we will acknowledge this in writing within three days and send you a copy of our Complaints Policy.
2. We will then start investigating your complaint. Complaints are normally dealt with by a Director of KTS Estate Management who will review your file and speak to the member of staff you dealt with.
3. We will inform you of the outcome of our investigation within 15 working days of the date we sent the acknowledgement letter.
4. If you are not satisfied with our response, you should contact us again and we will arrange for a further review to be carried out by another Director of KTS Estate Management.
5. We will inform you in writing of our final decision within 15 working days of receiving your request for a review.
6. If you are still not satisfied after the last stage of the in-house complaint procedure (or more than eight weeks has elapsed since the complaint was
   first made) you can request an independent review from The Property Ombudsman without charge.

Contact

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire, SP1 2BP

Tel 01722 333 306
Email admin@tpos.co.uk
Visit www.tpos.co.uk

Please note

You must submit your complaint to the Property Ombudsman within 12 months of receiving our final response letter and include any evidence to support your case.

The Property Ombudsman requires that all complaints must have been through the KTS Estate Management complaints procedure before being submitted for an independent review.