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

Stage 1 – Sales Negotiator

We would request that should you have a complaint, in the first instance, this is to be directed to a Sales Negotiator. They will endeavour to liaise with you quickly and resolve your complaint immediately over the phone, or no later than 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 – Senior Sales Negotiator

If, after you have dealt with one of our Negotiators, you remain dissatisfied, you may address your concerns in writing, to our Senior Sales Negotiator. You must do so within 28 days of receiving the Sales Negotiator’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 – Customer Relations Manager

Should you feel we are yet to resolve your complaint, we ask you to send your concerns in writing to our Customer Relations Manager. You must do so within 28 days of receiving the Senior Sales Negotiators response. They will acknowledge your complaint within 3 working days, and you will receive a full response within 10 working days.

Should you still be dissatisfied, you will need to write to the Sales Director.

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 Negotiator, Senior Negotiator, Manager, and once you have received a Final Viewpoint letter from the Sales Director, you  may thenapproach 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.

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 complaints procedure, before being submitted for an independent review.