Complaints Procedure

At Charles Head, we endeavour to provide the highest levels of professional service to all our clients and customers. We have implemented a two stage approach to help us resolve any grievances received and work towards continually improving and providing our professional service.

Nicola Povey (Company Director) has been appointed in Charles Head’s Kingsbridge office as Complaints Handling Officer to deal with complaints. Details are set out below:
Nicola Povey:
113 Fore Street, Kingsbridge, Devon, TQ7 1BG.

Stage One:
Where a complaint is made verbally you may be asked to summarise this grievance in writing, and clarify what you would like to be done to resolve the complaint, to make sure that we have a full understanding of the reasons for your complaint.
Once we have received your complaint in writing, we will review your file and speak to the member of staff who dealt with you and contact you in writing within 7 days to inform you of our understanding of the circumstances leading to your complaint. You will then be invited to make any comments that you may have in relation to this or points to clarify our understanding. Within 21 days of receipt of your written complaint, the Complaints Handling Officer will formally write to you with the outcome of the investigation and let you know what action has been taken.

Stage Two:
If the complaint has not been able to be resolved to your satisfaction in-house we will refer your complaint to the Property Ombudsman for an independent review. This service is free of charge to consumers and is in place to consider estate agency related complaints. A complaint to The Property Ombudsman must be made within 12 months of receiving our final in-house decision and must include any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure before being submitted for an independent review.

The contact details for the Property Ombudsman Service are:
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
T: 01722 333306