COMPLAINTS PROCEDURE

SIGNATURE NORTH EAST LIMITED: INTERNAL COMPLAINTS HANDLING PROCEDURE

Here at Signature North East Limited, we pride ourselves on the level of customer service that we provide.

Signature North East Limited is a member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of customer service to all our customers. To ensure your interests are safeguarded, we have the following complaints process in place. The aim of this process is to resolve all customer issues or concerns as quickly as possible.

In most cases, we hope that any issues can be resolved quickly and amicably to the customers’ satisfaction.

STAGE 1 – SENIOR NEGOTIATOR

We would request that should you have a complaint; in the first instance this is to be directed to the Senior Negotiator via email on headoffice@wearesignature.co.uk . They will endeavor to liaise with you quickly and to resolve your issue within 3 working days of receiving your complaint in writing. We aim to resolve any complaint during this initial stage. However, if you are still dissatisfied, you will need to progress your complaint to Stage 2.

STAGE 2 – ASSISTANT MANAGER

If after you have dealt with a Senior Negotiator, you remain dissatisfied, you may address your concerns in writing to the Assistant Manager. You must do so within 28 days of receiving the Senior Negotiator’s response. They will acknowledge your complaint within 3 working days and aim to resolve your concerns within 7 working days. We aim to resolve any complaint during these initial stages, however, if you are still dissatisfied, you will need to contact the relevant Manager and progress your complaint to Stage 3.

STAGE 3 – REGIONAL SALES & LETTINGS MANAGER

Should you feel we are yet to resolve your complaint, we ask you to send your concerns in writing to the Regional Sales & Lettings Manager. You must do so within 28 days of receiving the Assistant Manager’s response. They will acknowledge your complaint within 3 working days, and you will receive a full response within 10 working days.

STAGE FOUR – PROPERTY OMBUDSMAN

If you remain dissatisfied with the outcome of your complaint after dealing with our Regional Sales & Lettings Manager, and once you have received a Final Viewpoint letter from the Regional Sales & Lettings Manager, you may then approach The Property Ombudsman.

Details of how to contact the Property Ombudsman will be contained within the Final Viewpoint letter sent as a final response to your complaint. Information can also be found online at www.tpos.co.uk.

The Ombudsman will not consider your complaint until you have exhausted our internal complaints procedure.