Comments & Complaints

COMMENTS & COMPLAINTS

At Adonis we take your comments and your complaints very seriously. We strive to better ourselves and everything you have to say will add value to our progression. Please fill out the below with all your comments and concerns and we will work together to form solutions.

The Information we need from you:

A detailed and clear explanation of your complaint/comment on the ‘message’ section

‘Complaint’ written in the ‘subject’ section

Phone number, email and address for us to reply

All relevant reference detailed in the message section, if there are attachments then please email sales@adonisre.com’ with your message, names and contact details

Other methods:

Written formal complaint/comment. You can send your letter along with all the relevant information and references to the Address of ‘Adonis Real Estate LTD, The Panorama, Park Street, Ashford, TN24 8EZ’

You can call us on 01233227341, and please state that you are calling to comment/complain followed by your message and your full name and contact details. We will listen and acknowledge your message and will follow the ‘what happens next’ process stated below

What happens next:‚Äč

We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

Not satisfied:

Adonis Real Estate is a proud member of the TPO (The Property Ombudsman) and we follow a code of practice. If you are unsatisfied with the outcome of the comment/complaint then you can write to us again along with all the references of the initial complaint and we will further re-investigate the matter. If you are still unsatisfied with the decision, then you you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd

Milford House

43-45 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722 333 306

www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.