In House Complaints Procedure

IN-HOUSE COMPLAINTS PROCEDURE

At Harding Green, we are committed to providing a professional service to all our clients and customers. If something goes wrong, we want to hear about it so that we can investigate the matter thoroughly and improve our service.

Making a Complaint

Please submit your complaint in writing by email to support@hardinggreen.com.

To help us investigate your complaint as quickly as possible, please include:
• Your full name and contact details.
• The property address (if applicable).
• The name of the Harding Green team member or Partner you have been dealing with.
• A clear description of your complaint.
• Any relevant dates, correspondence or supporting documents.

We will deal with your complaint in accordance with the procedure set out below.

Our Complaints Procedure

Stage One

We aim to acknowledge receipt of your complaint within three working days of receiving it.

Your complaint will then be investigated by the appropriate manager, who will review the relevant file and discuss the matter with the member of staff involved.

We will provide our written response within 15 working days. If additional time is required due to the complexity of the complaint or circumstances beyond our control, we will keep you informed and provide an updated timescale.

Stage Two

If you remain dissatisfied with our response, you may request that your complaint is reviewed by a senior member of staff.

Following that review, we will provide our final viewpoint within 15 working days. Our final viewpoint concludes Harding Green’s internal complaints procedure.

The Property Ombudsman

Property Ombudsman Membership Number: T00247

If you remain dissatisfied after receiving our final viewpoint, or if more than eight weeks have passed since you first made your complaint, you may refer the matter to:

The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: 01722 333306
Email: admin@tpos.co.uk
Website: https://www.tpos.co.uk

Important Information

• You must refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.
• The Property Ombudsman expects all complaints to have first been considered through our in-house complaints procedure before undertaking an independent review.
• Please include any relevant correspondence and supporting evidence when referring your complaint.
Harding Green is a member of The Property Ombudsman Scheme (Membership No. T00247) and complies with the TPO Code of Practice.