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Malcolms Complaint Procedure

MALCOLMS Estate Agents: Internal Complaints Handling Procedures

Here at Malcolms we pride ourselves on the level of customer service that we provide. In the event that you feel dissatisfied with our service and wish to make a complaint, you will need to follow our Complaints Handling Procedure (CHP), details of which can be found below:

Membership details

Malcolms is a member of The Property Ombudsman Scheme (TPOS); the Ombudsman Services: Property (OS:P); the Property Redress Scheme (PRS) and Propertymark.

By belonging to these organisations, we are required to follow strict professional standards.

Stage One – Sales Manager: Caroline Kerr

We would request that you initially make your complaint in writing to the Manager in charge of the section of our company to which the issue arose. Upon receipt of your complaint he/she will assess your submission and will respond within three working days of receiving your written complaint.

Contact details:
Caroline Kerr      caroline@malcolmspropertiees.co.uk
Malcolms Estate Agents
4a Caxton House
Broad Street
Great Cambourne
Cambridge
CB23 6JN

We aim to resolve all complaints during this initial stage. However, if you are still dissatisfied, you will need to progress your complaint through the following process.

Stage Two – Managing Director:Lorraine Thomas

If you wish to progress your complaint beyond the Branch manager, you must do so within 28 days of receiving their response. Once in receipt of your complaint, which must be in writing, the Managing Director will acknowledge your correspondence within three working days. You will receive a full response within 15 working days.

Contact details:
Lorraine Thomas Lorraine@malcolmsproperties.co.uk
Malcolms Estate Agents
4a Caxton House
Broad Street
Great Cambourne
Cambridge
CB23 6JN

Stage Three – Founding Director: Malcolm Thomas

Should you feel we have not satisfactorily dealt with the matter; you may address your complaint to the Founding Director, this must be done within 28 days of the letter from the Managing Director. Your correspondence will be acknowledged within three working days and he/she will issue a Final Viewpoint letter within a further 10 working days.

Contact details:
Malcolm Thomas
4a Caxton House
Broad Street
Great Cambourne
Cambridge
CB23 6JN

Stage Four – The Property Ombudsman Scheme / the Ombudsman Services: Property

Upon receipt of our Final Viewpoint letter, in the event that you remain dissatisfied, you may contact the Ombudsman.

The contact details for The Property Ombudsman Scheme are as follows:
Telephone: 01722 333 306, email: admin@tpos.co.uk, website: www.tpos.co.uk or post:
TPOS Complaints, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

The contact details of the Ombudsman Services: Property are as follows:
Telephone: 0330 440 1634, website: www.ombudsman-services.org/property or post:
OS:P Complaints, The Brew House, Wilderspool Park, Greenall’s Avenue, Warrington, WA4 6HL

The contact details of the Property Redress Scheme are as follows:
Telephone: 0208 275 7131, email: info@theprs.co.uk, website: www.theprs.co.uk or post:
PRS Complaints, Kingmaker House, Station Road, Barnet, Hertfordshire, EN5 1NZ

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

Stage Five – Propertymark

Once the Ombudsman has concluded his investigation you may forward your complaint to Propertymark which is the regulatory function of the NAEA, ARLA, and NAVA.

You will need to submit your complaint to Propertymark within six months of the Ombudsman’s final review. You should include a copy of the Ombudsman’s review a copy of your signed acceptance/rejection letter and any other supporting documentation which you feel will assist the assessment of your complaint.

The contact details for Propertymark are:
Email: complaints@propertymark.co.uk, website: www.propertymark.co.uk or post:
Propertymark, Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG.

Malcolms Estate Agents a trading name of Malcolm Thomas LTd co number4 841695
Registerd Office: 32a East Street,St.Ives,Cambridgeshire. PE7 5PD.

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