Here at John Shepherd we pride ourselves on the level of customer service that we provide and are naturally concerned should you have cause to complain.
John Shepherd is a member of both The Property Ombudsman Scheme (TPOS) and ARLA Propertymark – both government approved redress schemes.
In the event that you feel dissatisfied with our service, including the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and either email or post to the branch, or complete the complaint form on this page.
What will happen next?
We will acknowledge your complaint within 3 working days. The Branch/Line Manager will conduct an investigation, however if the complaint is against the Manager, this will be reviewed by another Senior Manager.
Within 15 working days of receipt of your initial complaint, you will receive a written response with the outcome of the investigation.
If you remain dissatisfied, please contact us again by email or letter and the matter will be referred to a Senior Manager or Director, for a further review – their written final viewpoint will be issued within a further 15 working days.
Having exhausted our Complaints Procedure, should you still remain dissatisfied, you should then contact The Property Ombudsman (contact details below), please be aware you have up to 12 months from the date of the Final Viewpoint email/letter to refer your complaint to the Ombudsman.
Address: The Property Ombudsman Ltd
Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP,
Telephone: 01722 333 306.
For Lettings Complaints Only
Once the Ombudsman has concluded his investigation you may forward your complaint to ARLA Propertymark – details below.
You will need to submit your complaint to ARLA Propertymark within six months of the Ombudsman’s final review. Please visit their website (below) to obtain full details on how to make your complaint.
ARLA Propertymark contact information:
Address: Regulation, Propertymark, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG
Full Complaints Procedure document is available in Branch offices should you require a copy.