An explanation of Neal Associates Limited In-House Complaints Procedure:

Neal Associates Limited (a member of The Property Ombudsman (TPO) redress scheme) aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced. This provides for the matter to be dealt with internally by Jeanette Doidge and in the event that she is unable able to deal with the complaint to your satisfaction then you can write to Caroline Coles. In the event she is unable to deal with the complaint to our mutual satisfaction, by reference to The Property Ombudsman.

Stage 1.

If you believe you have a complaint, please write, in the first instance, to Jeanette Doidge, Lettings Negotiator. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within three working days of receipt. You should get a response and an explanation within 15 working days.

Stage 2.

If you are not satisfied with the initial response to the complaint then you can write to Caroline Coles, Company Director, and ask for your complaint and the response to be reviewed. You can expect acknowledgement of your request within three working days of receipt and a response within 15 working days.

We aim to resolve all matters as quickly as possible. However, inevitably, some issues will be more complex and therefore may require longer to investigate fully. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Final Stage.

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.

We belong to the following property redress scheme: The Property Ombudsman (TPO) and you can seek redress by writing to the scheme at:

Address: Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire. SP1 2BP
Telephone no: 01722 333 306

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 complaints procedure, before being submitted for an independent review.