Complaints Procedure
We aim to provide a careful, professional service. If you are unhappy with any part of our work, please tell us so we can put matters right.
How to complain
Please put your complaint in writing and send it to:
Mark Oliver Estate Agency & Lettings
2 Ocean Parade, South Ferring, Worthing, West Sussex BN12 5QQ
Email: info@oliverestateagency.com
Telephone: 01903 503 111
Please include your name, contact details, the property or matter concerned, and a clear description of the issue.
What happens next
- We will acknowledge your complaint within three working days of receiving it.
- We will investigate and aim to send a full written response within 15 working days.
- If we need longer, we will tell you why and give a revised timescale.
If you remain dissatisfied
We are members of The Property Ombudsman (TPO) redress scheme. If you are not satisfied with our final response, or if eight weeks have passed since you first complained and the matter remains unresolved, you may refer your complaint to:
The Property Ombudsman
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
Telephone: 01722 333 306
www.tpos.co.uk
You should normally refer a complaint to TPO within 12 months of our final viewpoint letter.
Client money protection
For lettings client money, we are members of Client Money Protect (CMP). Certificate details are published on our Compliance page. Further information is available from Client Money Protect.