Internal Complaints Procedure

We are committed to providing a professional service to all our clients and customers. If something goes wrong, we need you to tell us about it. This will help us improve our standards and help us to ensure we continue to offer a professional level of service.

If you have reason to complain then we have the following complaints procedure in place to ensure your concerns are investigated and a response issue.

You should submit your complaint in writing providing as much detail as possible. Your complaint should be sent, either by post or email to:

Peter Kennedy, Senior Partner, Kennedys Independent Property Agents, 48 Walton Street, Walton on the Hill, Surrey KT20 7RT or Peter@kennedys-ipa.co.uk

Email:

We will acknowledge your complaint within 3 working days.

We will then investigate the points you have raised and provide you with a written outcome of our investigations within 15 days from the date of our acknowledgement letter

If after receiving our written outcome you are not satisfied with the response you should write to us again detailing your reasons why. If no new points have been raised by you, or we do not believe we have anything further to add, we will submit to your our ‘final viewpoint’ letter. This will then allow you to consider referring your complaint to The Property Ombudsman, details of which are provided below:

The Property Ombudsman Ltd,
Milford House,
43-45 Milford Street,
Salisbury,
Wiltshire SP1 2BP
Telephone 01722 333 306
www.tpos.co.uk