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Home Local In-house Complaints Procedure 

 

Here at Home Local, we are highly committed to providing nothing but efficient and 
professional service to every one of our clients to ensure maximum satisfaction. To achieve 
maximum satisfaction for all of our clients, it is significant for us to receive feedback, whether 
this is positive, or in the form of a complaint.  
 
From doing this, we will be able to ensure that all of our services are up to scratch, filling in 
any gaps that have room for improvement. Furthermore, we would like to ensure that you 
are receiving a service that is second to none, allowing us to prove to you why Home Local 
is the place to turn. 
 
If you happen to have any complaints, we would appreciate our clients putting this down in 
writing in as much detail as possible. From here, we will then be able to review and improve 
all of our current services to ensure medium satisfaction is achieved. So, what will happen 
once you have provided Home Local with your complaint?  
 

⦿ We will send you a confirmation letter, acknowledging that we have seen your complaint once receiving it. This can take up to 3 working days once received.

⦿ Once received, we will then investigate your complaint. This will be dealt with by the team manager, who will then speak to the member of staff in which to who you wish to complain about. From here, a formal written letter will then be sent back to you within 15 working days of us receiving your complaint.

⦿ Once receiving your letter and you feel that you are still not satisfied with the outcome, simply contact us here again at Home Local to take this further.  From this point on, one of our senior members of staff will then arrange a separate review.

⦿ From here, we will then write to you within 15 working days of receiving your request for a review, authenticating our final viewpoint on the matter. 

An independent review from the Property Ombudsman can also be carried out.  You will be required to submit your complaint within 12 months of receiving our final letter with any supporting evidence.

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP01722 333 306
www.tpos.co.uk