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What to do if you're not happy

Charles Perrett Property Ltd. is a member of The Property Ombudsman (TPOS) and in accordance, aims to provide the highest standard of customer service possible.

In order to safeguard the interests of our clients we have implemented a clear, four stage complaints procedure in order to resolve any concerns or issues quickly and efficiently.

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Stage 1 - Staff Members

In this first instance all complaints should be directed to a member of staff that you have been dealing with. He or she will endeavour to resolve your complaint immediately and if not, no later than seven working days (excluding Saturday’s) of first notification.

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Stage 2 - Senior Staff Member

If a staff member has been unable to resolve your complaint you may refer it to a senior member of staff. We would request that you send a written summary of your complaint to a senior member of staff within one month of completion of stage one.

The complaint can be sent to 6 Walter Road, Swansea, SA1 5NF or via email to swansea@charlesperrett.co.uk. They will acknowledge your complaint within three working days of receipt and provide you with a written response within ten working days (excluding Saturday's).

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Stage 3 - The Manager

Should your issue, after following stages one and two of our complaints procedure not be resolved or you remain dissatisfied with any aspect of our handling of your complaint then please write to the Manager at the following address: The Manager, Charles Perrett Property Limited, 6 Walter Road, Swansea, SA1 5NF or via email to swansea@charlesperrett.co.uk.

The Manager will acknowledge your complaint within three working days and fully investigate the issues raised by the complainant. He will undertake a review of your complaint, including how it has been handled to date which may include further investigations into the background of your concerns. The Manager will set out in writing to you his findings and provide recommendations as a 'final viewpoint' on best course of action to be taken in order to resolve the complaint.

Stage 4 - The Property Ombudsman

Following the completion of stages one to three and if you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 33 306
www.tpos.co.uk

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“No other estate agent handles your property with more care. The before, during and after care of TCP is given equal measures of Attention & Commitment.”

Steffan Jones
09 August 2018

 

“Fast and efficient service. Professional and courteous from the initial phone call to the completion of the project.”

Mark Jones
12 May 2018

 

“They sold one of our houses in just over a week and hopefully will repeat the success on a few others that we have...”

Elinor Bennett
28 February 2018