Pericles take pride in the services they offer to customers, however on occasion things do go wrong and there may be need to raise a complaint. Should this ever be the case, please follow the below complaints procedure.
Making a Complaint
Information for customers
Pericles is a member of The Property Ombudsman Scheme (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a complaints process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.
Stage One – Branch Manager
All complaints should, in the first instance, be directed verbally to the manager of the Perciles office you have been dealing with. He or she will endeavour to resolve your complaint immediately and no later than five working days of the first notification.
Stage Two – Senior Director
If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Senior Director responsible for the Branch in question. You must write to them within one month of receiving the Branch response. The Branch Manager can supply you with the details of the appropriate person. They will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.
Stage Three – The Managing Director
If you remain dissatisfied, you may address your concerns to the Managing Director within one month of the response from the Senior Director. Your letter will be acknowledged within three working days of receipt and an investigation undertaken. Following the Managing Directors investigation a formal written outcome and statement will be sent to you within 15 working days and contain the final view of the company. This will include any offer made.
Pericles Properties Ltd
2nd Floor Berkeley House,
Stage Four – The Property Ombudsman
After you receive a response form the Managing Director, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman Consumer Guide or online at http://www.tpos.co.uk. Please note that you must do so within six months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.