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.

Branch Managers of Estate Agency and Allied Matters

Mr G McHugh                  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 542 660

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

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 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 – Sales Director/Lettings Director

If, after you have dealt with the Branch Manager, you remain dissatisfied you may address your concerns, in writing to Max Chapman, Director, for sales, land & new homes and financial services complaints or Lawson Hewett, Director, for commercial property, residential lettings & property management complaints. They will respond within 15 working days of receiving your request for a review. They will confirm our final viewpoint.

The address to write to is:

Max Chapman/Lawson Hewett

Hawes & Co

67 Victoria Road

Surbiton

Surrey

KT6 4NR

Stage Three – The Property Ombudsman

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

Details of how to contact The Property Ombudsman will be contained within the Final Viewpoint letter sent as the final response to your complaint. Information can also be found online at www.tpos.co.uk.

  • You must make your complaint to The Property Ombudsman within 6 months of the date of our Final Viewpoint letter.
  • 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.