Beckenham Office
1 Kelsey Park Road
Beckenham
Kent
BR3 6LH
United Kingdom

Tel: 020 8663 1964
Email: info@charleseden.co.uk

Complaints Procedure

Charles Eden is a Member of The Property Ombudsman and aim to provide the highest standards of care to all of our customers.

Naturally we hope that our service is such that you would not have cause for complaint but in the unlikely event that you do herewith is our complaints procedure.

All correspondence should be addressed to the relevant party at our Beckenham Office.

1. Initially the Office Manager, Paul Stone should be contacted to discuss the complaint in order to see whether there has been a misunderstanding or whether a matter can be readily resolved without the need for more formal measures. Such a discussion can take place in an informal way over the phone.

2. In the event that you are not satisfied with the outcome of any informal discussions then a complaint should be put in writing to the Office Manager, Paul Stone outlining the reason for dissatisfaction. This complaint would be acknowledged within 24 hours as a general rule but no later than 3 working days. A formal reply would follow within 15 working days.

3. In the event that you are still not satisfied with any explanation or proposed solution then the matter can be escalated for the attention of the Managing Director, Justin Flanagan. Such a complaint should be put in writing making reference to the original complaint outlining the reasons why you feel that the matter has not been resolved to your satisfaction. An acknowledgement of your letter will be sent usually within 24 hours but no later than 3 working days. Justin will then conduct an in-house review and report back with his findings and any proposed solution within 15 working days.

4. Finally in the event that our in-house procedures have still not satisfactorily addressed your complaint then we are Members of The Property Ombudsman and you can submit your complaint to them whereupon we would pass any information to them for independent review. Our in-house complaints procedure must have been followed before the Ombudsman would consider a complaint. The legal rights of both parties are not affected and the process should be considered as complementary to any legislation covering the practice or business. Information regarding the Property Ombudsman can be found at:- http://www.tpos.co.uk/ 

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722 333 306

admin@tpos.co.uk

www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , 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 or for a period of more than 8 weeks to have elapsed.