David Adams Luxury Property Policy and Procedure for Complaints

Should you find it necessary to lodge a complaint, despite that this company endeavours to ensure that all staff maintain a high level of service at all times, below please find the procedure to complain. This procedure follows along the standards which were initiated by RICS.

1. If you make a complaint, it must be in writing to:

2. Please attach any documentation (if any) along with your written complaint.

3. Please include the name of the person or thing you are complaining about and what you would like us to do about it.

4. Upon receipt of your complaint, it will be given personal attention by David Adams and an internal review will be undertaken. A written, full response will be mailed to you within 15 days of receiving your complaint.

5. We will acknowledge receipt of the complaint within 3 days.

6. If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. The contact details of the TPO Ombudsman are here: ph 01722333306. Email admin@tpos.co.uk Address: Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP. Further details can be found here: www.tpos.co.uk

7. You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

8. If the complaint is not resolved satisfactorily, we agree to your contacting the Property Ombudsman and referring the complaint.