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 or by letter to:
Customer Service Team
Haslams Estate Agents
159 Friar Street
Reading RG1 1HE
We will acknowledge your complaint within three working days, and the relevant senior team member or Head of Department will then investigate and respond to you within 15 working days from the original Stage Two complaint being made.
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
If you still feel that your complaint has not been resolved by the senior team member, or should they have been directly involved in the matter of your complaint, their line manager or the Group Compliance Manager will conduct an independent review of the complaint.
We will acknowledge your complaint within three working days of receipt and may 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
admin@tpos.co.uk
Stage Five
If you are dissatisfied after both Haslams’ complaints procedure and The Property Ombudsman’s decision, and believe one of Propertymark’s codes of conduct has been breached (such as misuse of client funds), in certain circumstances you can direct your complaint to Propertymark at https://propertymark.co.uk/complaints