Complaints Procedure

COMPLAINTS HANDLING PROCEDURE

We aim to offer the highest standards of service to all our clients, purchasers and tenants.

Hayman-Joyce Property Ltd trading as Hayman-Joyce is Regulated by RICS, which amongst other things, requires that we operate a formal Complaints Handling Procedure. The RICS and the Office of Fair Trading (OFT) also require that we are Members of a Redress Scheme. Hayman-Joyce are members of The Property Ombudsman.

Please note that in the case of a house sale we have a duty of care to act on the instructions of and in the best interests of our client, the vendor, and this also applies to our landlord clients in property management and letting situations.

In the event of anyone having a complaint, our Complaints Handling Procedure is as follows:

  • 1. Any complaints should be addressed in writing to Mr. T.L. Hayman-Joyce, who is a Director of Hayman- Joyce Property Ltd. You should include you full name, address and other contact details, together with as much information as you can give detailing the nature of your complaint.
  • 2. We will acknowledge receipt of your complaint in writing within three working days and an internal investigation will be made. This investigation will be completed and the result of those investigations, and any remedies proffered, if appropriate, will be reported to you within fifteen working days of receipt of the complaint.
  • 3. If it becomes evident that we will not be able to complete our investigations in the time frame set out above (due possibly to staff illness or holidays, for example) we will advise you accordingly with a revised date for the completion of our investigations

For consumer complaints:

  • 4. If you are happy with the outcome of Mr. Hayman-Joyce’s investigations into your complaint, the matter will conclude.
  • 5. Should you be dissatisfied with the result of the internal investigation you may refer your complaint to The Property Ombudsman (TPO). TPO is an approved Redress Scheme for Estate Agents under the Consumer, Estate Agents and Redress Act 2007.
  • 6. To be eligible for consideration by TPO the complaint must have been originally made to Hayman-Joyce within twelve months of your first knowing about it.
  • 7. Details of how to refer a complaint to TPO, and how it will be dealt with, can be found on their website. tpos.co.uk

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP admin@tpos.co.uk 01722 335458

For complaints for Business clients:

Should you be dissatisfied with the result of the internal investigation you may refer your complaint to RICS Dispute Resolution Service (DRS). 0207 334 3806 www.rics.org/drs Updated: 25.07.18