Estate Agents & Lettings

Protecting Landlords & Tenants

Independent Dispute Service

Property Ombudsman

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

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

We will send you a letter acknowledging receipt of your 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.
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman

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 complaint procedure, before being submitted for an independent review.

Milford House
43-55 Milford Street
Salisbury, Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk

Testimonials & Reviews

Both Lin and I would like to thank you so much for the helpful and professional way you dealt with this move. You kept our buyer happy even though the new bungalow took longer than planned and were always on hand to deal with any issues quckly and efficiently. You have become more like a friend than just an estate agent and are always welcome to pop in for a chat!

Paul & Linda Bought & Sold Through Urban & Country Homes

November 2022

We cannot fault the service we have received from this company. We have dealt with them for many years managing a rental property on our behalf and finally completing a successful sale for us. Louise is very understanding of your requirements and took the hassle out of the rentals and sale. We have no hesitation in highly recommending them.

Tony & June Landlords & Sellers Since 2015

October 2022

We came across Louise initially when we wanted to buy our first home, she was very thorough with us in explaining any queries we have, she made the whole process run smoothly and as efficiently as she could. She provide services you cannot fault at all, even though it was fairly long chain with so much delay, she helped us chase all other EAs involved in the chain for update. Louise is simply AMAZING at what she does, most importantly she helps make the whole process easier when you have her in your corner.

Mr & Mrs Ateyobi Buyers & Sellers Since 2016

September 2022

Louise has sold 3 properties on our behalf over the years. 2 of those she found buyers from just a few days to a couple of weeks. The other one took a little longer but was at a very difficult time in the market due to Covid19 issues. Louise is very knowledgeable of the housing market with many years experience. Louise is friendly and helpful and a delight to deal with. Very professional friendly service and we would not hesitate in recommending Louise of Urban and Country Estate Agents.

Andrew

August 2022

I am writing to express my appreciation to Louise and her team at Urban & Country. Having had various levels of involvement with estate agents recently as my son and his girlfriend search for their first home, it was a welcome breath of fresh air to meet someone who actually listened to their needs and cared enough to go the extra mile in helping them secure the house they had been looking so hard to find. The total honesty, care and consideration shown is beyond measure, everything happened quickly and as promised, calls returned, questions answered immediately, time taken to explain, absolutely no misleading conversations had at any point.

Cath On Behalf Of Her Son – Buyers 2022

November 2022