Complaints Procedure - Donnelly & Co

Complaints Procedure Donnelly and Co T/A Tom Donnelly Estates LTD

Tom Donnelly Estates Ltd is a proud member of The Property Ombudsman Scheme (TPOS). We are dedicated to delivering a professional service to all our clients and customers. If something goes wrong, we need you to inform us so we can improve our standards.

Our goal is to resolve any customer issues as swiftly as possible. In most cases, issues can be resolved quickly and amicably by the agent you have been dealing with. If you believe the agent can address your concerns, please contact them first, and they will do their best to assist you.

Stage 1 – Compliance Department

If your concerns cannot be resolved by the agent, you can contact our Compliance Department at:

hello@donnellyandco.uk

We will acknowledge receipt of your complaint in writing within three working days and provide a copy of this procedure. A team member will investigate your complaint by reviewing your file and will respond either verbally or via email. A formal written outcome of our investigation will be sent to you within 15 working days of our acknowledgment.

Stage 2 – Escalation

If you are still unsatisfied, contact us again for a second and final review. This will be handled by someone not involved in the initial review. We will respond within 15 working days of receiving your request for a review, confirming our final position on the matter.

Stage 3 – The Property Ombudsman

If you remain dissatisfied with the outcome or feel we have not addressed your complaint within eight weeks, you can contact The Property Ombudsman for an independent review:

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:

You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any supporting evidence.
The Property Ombudsman requires that all complaints be addressed through this in-house complaints procedure before being submitted for independent review.