Horler & Associates – Complaints Procedure – LETTINGS

Information for Customers


Horler & Associates are a members of The Property Ombudsman Service (TPOS) and we aim to provide the highest standards of service to all our clients. Should you wish to make a formal written complaint, please follow the stages below.


Stage One - Branch Lettings Manager


All complaints should, in the first instance, be directed to the Lettings Manager of the branch you have been dealing with. Complaints made in writing will be acknowledged within 3 working days. They will endeavour to resolve your complaint immediately, and no later than 15 working days of the first notification. We do recommend that where possible you outline your complaint in writing, especially if it appears a complex issue.


Stage Two - Senior Lettings Manager


Should your complaint remain unresolved, then you can refer it on to the Senior Lettings Manager responsible for the office in question. We request that you send a written summary of your complaint to the Senior Lettings Manager within one month of receiving the Branch Manager's response. The Branch Manager will provide you with the Senior Lettings Manager’s name and address (of their office). The Senior Lettings Manager will acknowledge your complaint within seven working days of receipt of your letter and provide you with a written response within 15 working days.


Stage Three - The Property Ombudsman


After you have received a response from the Senior Lettings Manager and if you are not satisfied with their proposed resolution, you may approach The Property Ombudsman Service. Details of how to do this are contained within the Senior Lettings Manager’s final view point letter, The Property Ombudsman consumer guide or online at www.tpos.co.uk


Please note that you must do so within 12 months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints procedure is exhausted.