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 Northeast 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 – Team Leader

We would request that should you have a complaint, in the first instance this is to be directed to a
Team Leader. They will endeavour to liaise with you quickly and to resolve your issue within three
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 – Sales Manager

If after you have dealt with our Team Leader, you remain dissatisfied, you may address your concerns
in writing to a Sales Manager. You must do so within 28 days of receiving the Team Leader’s response.
They will acknowledge your complaint within three 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 – Operations Manager

Should you feel we are yet to resolve your complaint, we ask you to send your concerns in writing to
the Operations Manager. You must do so within 28 days of receiving the Sales 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 – Sales Director

If you feel we have not dealt with your concerns satisfactorily; you may address the Sales Director. This must be done within 28 days of the Customer Relations Manager’s final response. Your correspondence will be acknowledged within 5 working days and you will be issued a Final Viewpoint letter from the Sales Director within a further 10 working days.

Stage Five – Property Ombudsman

If you remain dissatisfied with the outcome of your complaint after dealing with our Team Leader,
Sales Manager, and once you have received a Final Viewpoint letter from the Operations 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