Complaints Procedure

Information for Customers

Putterills is a member of The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.

Complaints Procedure

Putterills prides itself on the level of its customer service. However, occasionally things do go wrong, and you may need to complain. Please see our complaints procedure below.

Stage One – Director of the Branch

All complaints should, in the first instance, be directed to the Director of the Branch you have been dealing with. He or she will endeavour to acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.

Stage Two – Managing Director, Mark Shearing

If you remain dissatisfied, you may address your concerns in writing to the Managing Director, Mark Shearing, within one month of the response from the Director of the Branch. Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter.

Address:
Mark Shearing
Putterills of Hertfordshire LTD
32 Bridge Street
Hitchin
Hertfordshire
SG5 2DF

Email: mark.shearing@putterills.co.uk

Stage Three - The Property Ombudsman

After you have received a response from the Managing Director and if you are not satisfied with his proposed resolution, you can contact The Property Ombudsman Service. Please refer to contact details below.

Address:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire 
SP1 2BP

Email: admin@tpo.co.uk
Telephone 01722 333306

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

 

Complaints Procedure- Putterills Lettings and Management

Putterills Lettings is a member of the Property Ombudsman Service. We aim to provide the highest standards of service to all of our customers. Below is our complaints procedure, we aim to deal with your complaint as quickly and efficiently as possible.

Stage One – Lettings Manager

All complaints should, in the first instance be directed in writing to the Office Manager, Claire Hnatiuk at Putterills, 9 High Street, Welwyn, AL6 9EE. We will endeavor to resolve your complaint immediately however please allow 3 working days for your complaint to be acknowledged. You will get a response and explanation within 15 working days. We also recommend you either call 01438 717701 or email claire.hnatiuk@putterills.co.uk just to ensure your complaint has been received. In your letter or email you should set out the details of your complaint, the consequences for you as a result and the remedy you are seeking.

Stage Two – Lettings Director

If you are not satisfied with the initial response to the complaint you can write to the Lettings Director, Richard Selwyn (richard.selwyn@putterills.co.uk) and ask for the response to be reviewed. You can expect the Lettings Director to acknowledge your request within 3 working days of receipt of your letter/email. He will undertake a review of your complaint, including how it’s been handled to date, which may include further investigations into the background of your concerns. Then within 15 working days from receipt of your letter, he will set out in writing to you, his findings and recommendations as a “final view” on how he believes your complaint can be resolved.

Stage 3 – The Property Ombudsman

After you have received a response from the Lettings Director and if you are not satisfied with his proposed resolution, you can contact The Property Ombudsman Service. Please refer to contact details below.

Address:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Email: admin@tpo.co.uk
Telephone 01722 333306

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