Complaints Procedure

Our commitment is to provide you with an exceptional service, ensuring your satisfaction in every interaction. If, however, you believe that we have not met this standard and wish to express a complaint, we kindly request that you first contact the individual who has been your primary point of contact. Please articulate your dissatisfaction with a specific aspect of the service you have received during this initial conversation.

Should your dissatisfaction persist after this initial contact, we encourage you to formalise your complaint in writing and address it to:

The Manager, Fells New Forest Property, 5-7 Southampton Road, Ringwood, Hampshire, BH24 1HB

Alternatively, you may send your complaint via email to sales@fellsnewforest.com or lettings@fellsnewforest.com.

To facilitate the resolution process, please include the following information and any relevant evidence:

  1. A detailed outline of your complaint, specifying why you believe our service fell short of the first-class standard.
  2. Your proposed resolution for the complaint.
  3. Any specific details that may assist us in addressing your complaint, such as:
    • Names of the advisers you spoke to and the branch involved.
    • Dates and times of the incidents.
    • Contact information used, including telephone numbers and addresses.
    • Any written correspondence related to your complaint.
    • Supporting documents.

Upon receiving your complaint, we will conduct a thorough investigation and provide you with a comprehensive response. The timeline for handling your complaint is as follows:

  1. An acknowledgment of receipt within 3 working days.
  2. A full response within 15 working days of the acknowledgment.

If, for any reason, we are unable to meet the 15-day timeframe, we will inform you of the delay along with an estimated date for a full response.

Following our written response, if you remain dissatisfied we encourage you to request that the complaint get’s reviewed by our director – Dan Fells, who will respond to you with 15 working days with a final review or offer.

If you have exhausted our internal complaints procedure above, you have the option to contact The Property Ombudsman (TPO) for further investigation.

To engage The Property Ombudsman, you must:

  1. Officially complain to us in writing.
  2. Allow 8 weeks for us to resolve your complaint in writing.
  3. Initiate contact with TPO within 12 months of our last communication regarding the complaint.

The Property Ombudsman is a government-approved body that facilitates the resolution of complaints between Members and consumers. It is a free service for complainants. For additional information and guidance on resolving complaints, please visit their website at https://www.tpos.co.uk/.

To make a complaint directly to The Property Ombudsman or fill out a Complaints Form, please use the following contact details:

The Property Ombudsman, Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire, SP1 2BP

T. 01722 333306 

E. admin@tpos.co.uk 

W. https://www.tpos.co.uk/

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