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Haslams Complaints Procedure

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Stage One

Haslams are committed to delivering the highest standards of customer service.

If you feel we haven’t met your expectations, we welcome your feedback to enable us to investigate any issues raised and resolve them for you.

Most complaints can be dealt with by the relevant Head of Department as follows:

  • Residential Sales – Chris Cullity 0118 960 1002 Email Chris
  • Lettings Sales – Oliver Chambers 0118 960 1007 Email Oliver
  • New Homes – Tom Soden 0118 960 1015 Email Tom
  • Client Management – Emma Jack 0118 960 1053 Email Emma

Stage Two

After speaking with the Head of Department, If you feel your complaint hasn’t been resolved, or if the Head of Department was directly involved in the matter relating to your complaint, you are invited to make a formal complaint by email to vince.courtney@haslams.net or by letter to Vince Courtney, Haslams Estate Agents Ltd, 159 Friar Street, Reading RG1 1HE.

We will acknowledge your complaint within three working days of receipt and Vince will 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 complaint.

Stage Three

Should the matter still not be resolved after stage one and two, you should refer the matter to Steve Woodford, Managing Director, by phone 0118 960 1009 or by email to steve.woodford@haslams.net Steve will then conduct a separate review of your complaint. You will receive an acknowledgement from Steve within three working days and a final viewpoint letter within 15 working days of your complaint being received by him.

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