Complaints Procedure

Hawes & Co is a member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints procedure in place.

The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers’ satisfaction at branch level.

Stage One – Branch Manager

Where your complaint is initially made orally, you will be requested to send a written summary of your complaint to the Branch Manager of the estate agency branch, or Head of Accounts and Property Management that you have been dealing with. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure. Only written complaints will be dealt with under this procedure, and they will endeavour to liaise with you quickly and resolve your complaint promptly. A formal written outcome of our investigation will be sent to you no later than 15 working days of sending the acknowledgement letter.

Stage Two – Senior Management

Should the local Branch Manager or the Head of Accounts and Property Management (as applicable) not be able to resolve your complaint to your satisfaction, you can refer the matter to the Managing Director, or Lettings Managing Director (as applicable), who will respond within 15 working days of receiving your request for a review. They will confirm our final viewpoint on the matter.

Stage Three – The Property Ombudsman

If you remain dissatisfied with the outcome of your complaint after dealing with the Director, and once you have received a Final Viewpoint letter from the Director, you may approach The Property Ombudsman.

The Property Ombudsman contact details:

Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP. Tel. 01722 333306. Information can also be found online at www.tpos.co.uk.

You must make your complaint to The Property Ombudsman within 12 months of the date of our Final Viewpoint letter. Please note, The Property Ombudsman will not consider your complaint until our internal complaint’s procedure has been exhausted and you have received our Final Viewpoint letter.

Branch Managers of Estate Agency and Allied Matters

Mr R Wellington               67 Victoria Road, Surbiton, KT6 4NR        0208 390 6565

Mr S Ashby                      6 High Street, Wimbledon, SW19 5DX      0208 946 6547

Mr J Gordon                    91 The Broadway, Wimbledon. SW19 1QE    0208 542 6600

Mr J A Cooper                 66 Coombe Lane, Raynes Park SW20 0LA    0208 946 3000

Head of Accounts and Property Management

Miss M Verschoyle          67 Victoria Road, Surbiton, KT6 4NR        0208 399 4300

Senior Management     

67 Victoria Road, Surbiton, KT6 4NR        0208 399 4300

Managing Director – Mr M Chapman

Managing Director Lettings – Ms B Keating