Haslams Complaints Procedure


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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 are 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) to our customer service department customerservices@haslams.net

The relevant Head of Department will then review your complaint and come back to you within three working days.

In the event of a tenancy deposit dispute, you will need to raise this with the 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 should they have been directly involved in the matter pertaining to your complaint, you are invited to make a formal complaint by email as follows:

For Sales or New Homes complaints: mike.shearn@haslams.net or by letter to Mike Shearn, Chief Operating Officer, Haslams Estate Agents Ltd, 159 Friar Street, Reading, RG1 1HE.
For Lettings complaints: peter.fuller@haslams.net or by letter to Peter Fuller, Group Lettings Director, 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 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

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