Butlers Property Online Complaints Procedure

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing to kelly@butlerspropertyonline.co.uk, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
  • We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
  • If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP 01722 333 306
www.tpos.co.uk
admin@tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.

Complaints Procedure

Butlers Property Online are committed to providing the very best service at all times. However, if something goes wrong, we want to hear about it straight away. This enables us to make improvements and increase our standards.
Should you have a complaint, please make this in writing to the member of staff you have been dealing with or their manager. A full investigation into your complaint will take place and you will receive a response within 14 days. If you are not satisfied with your response, please forward details of your complaint to the managing director, Kelly Riach-Butler who can be reached on kelly@butlerspropertyonline.co.uk. The Managing Director will look into your complaint along with any supporting documentation and will respond to you within a further 14 days.
We would hope to resolve any issues you raise with us, however if after following our internal complaints handling procedure you still feel we have not done so, you can contact The Property Ombudsman to request an independent review.
The Property Ombudsman Ltd
Milford House, 43-45 Milford Street, Salisbury, Wiltshire SP1 2BP
01722 333 306
www.tpos.co.uk
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.