At YourPropertyGone we are committed to providing the highest standards of service. If something does go wrong, we want to know about it and will do everything we can to resolve your concerns quickly and fairly.

 

This procedure explains how you can raise a complaint and how we will handle it.

 

 

If you are unhappy with any aspect of our service, please contact us in the first instance so we can try to resolve the matter.

 

You can contact us by:

•Email: complaints@yourpropertygone.com

•Post: Complaints Department, YOUR PROPERTY GONE LIMITED
3rd Floor
86-90 Paul Street
London
EC2A 4NE

•Phone: 02038353355

 

Please provide:

•Your full name and contact details

•The property address involved

•A clear description of your complaint

•What outcome you are seeking

 

 

We will acknowledge your complaint within 3 working days of receipt.

 

 

Your complaint will be investigated by a senior manager who was not directly involved in the matter. We may contact you for further details.

 

We will provide a full written response within 15 working days of receiving your complaint. If we need longer, we will update you with a new timeline (not exceeding a further 15 working days).

 

 

If you remain dissatisfied after our investigation, you can request a final review by a Director of the company. We will provide our final written viewpoint letter within 8 weeks of your original complaint.

 

 

If you are still unhappy after receiving our final viewpoint letter, or if 8 weeks have passed since your complaint and it remains unresolved, you may refer your complaint to:

 

The Property Ombudsman (TPO)

Milford House

43–55 Milford Street

Salisbury, Wiltshire SP1 2BP

Tel: 01722 333 306

Web: www.tpos.co.uk

 

You must refer your complaint to TPO within 12 months of receiving our final viewpoint letter. TPO will not consider your complaint until you have given us the opportunity to resolve it through this procedure.

 

Our Commitment

•We will treat all complaints seriously, fairly, and confidentially.

•We will not charge you for making a complaint.

•Using our complaints procedure does not affect your legal rights.