We are committed to providing the best possible customer service and results, but we acknowledge that despite best intentions things do go wrong occasionally.

In these situations, we want to listen to your feedback and understand what has happened.  If we make a mistake, we want to:

• Hold our hands up and apologise

• Put things right for you, if that’s possible and

• Make sure the same thing cannot happen again to you or anyone else.

How can you complain?

Please send us an email with as much detail as you feel relevant, explaining why you are unhappy and the resolution you would like to see.  All complaints are handled by our managing director, Craig Walsh, who can be reached as follows:

craig@castlehomesproperty.co.uk

0330 124 8889

The Managing Director

Castle Homes

1 Lingfield Close

Darlington

DL1 1YG

 

They will respond to you with 24 working hours to acknowledge your complaint and confirm next steps. You will then receive a full written response within 14 working days, with either a full answer, or if hat is not possible, an estimate of how long it is expected to take for them to complete their investigation.  If you are unhappy with the final response, or more than 8 weeks has elapsed since the complaint was first made, you are then able to escalate your complaint for official adjudication by the Property Ombudsman

 

Step 3 – The Property Ombudsman

 

Unfortunately, sometimes despite our very best efforts, we may not be able to resolve your complaint to your total satisfaction, and you will feel the need to escalate to The Property Ombudsman for formal independent adjudication, which can be done without charge, if you are not fully satisfied with our final viewpoint or more than 8 weeks has elapsed since the complaint was first made. In such situations, The Property Ombudsman requires you to complete their official complaints form and send this to them with a covering letter, including full details of your complaint along with supporting documentation and copies of our written response(s).

 

You can obtain a copy of The Property Ombudsman complaints form here

 

The address to which your complaint should be sent is:

 

The Property Ombudsman
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Tel: 01722 333 306

 

Alternatively, you can send a scanned copy of the relevant documents to: admin@tpos.co.uk

 

In order for The Property Ombudsman to consider your complaint, they must receive it within 12 months of the date of our final written response.

Once you have submitted your complaint forms or enquiry to The Property Ombudsman, if more than 15 days has passed and you have not heard anything, please contact them directly.

 

They will then share your submission with our managing director and ask them to provide a copy of their file, along with their detailed responses regarding all the points you have raised.

 

Their final adjudication will be sent to you in writing once they have considered all the evidence.

You can find more information about The Property Ombudsman scheme and how they will deal with your complaint on their website at this address: https://www.tposs.co.uk/consumers/how-to-make-a-complaint