The Haslams Privacy Policy provides information on how Haslams and any of its representative offices and any third party providers collect, use, secure, transfer and share your information.
Stage One
In the first instance, any issue should be brought to the attention of the individual concerned allowing them the opportunity to rectify matters. If the issue remains unresolved after this, please refer to Stage Two.
Stage Two
Haslams is committed to delivering the highest standards of customer service, however should matters not have been resolved at Stage One you are invited to make a formal complaint by sending a written summary of the issue(s) by email to our customer service department customerservices@haslams.net
The relevant Assistant or Head of Department will review your complaint and respond within three working days.
In the event of a tenancy deposit dispute, you will need to raise this with TDS for independent adjudication: https://www.tenancydepositscheme.com/request-repayment-raise-dispute/
Stage Three
After speaking with the Head of Department, if you still feel that your complaint has not been resolved or if they have been directly involved in the matter about your complaint, you are invited to make a formal complaint by email as follows:
For Sales or New Homes complaints: chris.cullity@haslams.net or by letter to Chris Cullity, Head of residential Sales, Haslams Estate Agents Ltd, 159 Friar Street, Reading, RG1 1HE.
For Lettings complaints: peter.roberts@haslams.net or by letter to Peter Roberts, Director of Property Management, Haslams Estate Agents Ltd, 159 Friar Street, Reading, RG1 1HE.
We will acknowledge your complaint within three working days of receipt and then contact you to discuss the matter further prior to launching a full investigation. Upon completion of that investigation, you will be advised of the outcome in writing and within 15 working days of the written stage three complaint.
Stage Four
Should the matter still not be resolved to your satisfaction by this stage, you can refer it to The Property Ombudsman as outlined below. Please be advised that you must have exhausted our internal complaints procedure before TPO will review your complaint. Any referral to them must be undertaken within 12 months of your written complaint to Haslams.
The Property Ombudsman Scheme
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
admin@tpos.co.uk
Stage Five
If you are dissatisfied after both Haslams’ complaints procedure and The Property Ombudsman’s decision, you can direct your complaint to ARLAPropertymark or NAEAPropertymark at https://propertymark.co.uk/complaints