Complaints Procedure

Frank Modern are committed to providing a quality service, however we acknowledge that sometimes things don’t go exactly to plan and can go wrong. If we do not meet your expectations and you are dissatisfied in some way, then we wish to know. Most complaints stem from a lack of communication, in that either we misunderstand your instructions or customers misunderstand the service we provide.

In the first instance, we would encourage you to discuss any problems verbally and informally with the member of our team you have been dealing with. If this does not resolve your concerns, then the Company’s formal procedure can be invoked.

We have a formal two-stage procedure to ensure that any complaint is dealt with fairly and that anyone with a grievance is aware of the procedure to follow, thus avoiding any additional frustration. In certain circumstances, it is possible to bypass the first stage and complain directly to the Managing Director, although we may decide to refer the matter to the person dealing with the first stage where we consider that to be appropriate.

Stage 1 - Branch Manager

If the verbal and informal approach does not satisfactorily deal with your concerns, we ask that you put your complaint in writing to morgan@frankmodern.co.uk or post: Morgan Parry
Frank Modern Estate Agents
St. Johns Street
Peterborough
PE1 5DD

If your complaint is about that person, you are able to bypass the first stage and complain directly to the Managing Director.
We advise you to keep copies of all correspondence sent to us and notes of any conversations or telephone calls.

So that we can help resolve your concern as quickly and efficiently as possible, we ask you to provide the following information in the letter of complaint:

  •  Your name, address, and a daytime telephone number on which you can be contacted.
  • The name and office location of the individual within the company with whom you have been dealing.
  • A clear description of your complaint, giving concise details of what you believe has gone wrong.
  • Details of what you would wish to be put right.

Your letter will be acknowledged within 3 working days of receipt. We will then carry out an internal investigation into your complaint. The outcome of the investigation will be sent to you in writing within 15 working days of receipt of the original complaint, outlining what actions we have taken or will take. It is hoped that this response will resolve the matter to your complete satisfaction.

Stage 2 - Managing Director

If you are not satisfied by the responses from the Branch Manager, you can request the matter is looked upon by the Managing Director. A separate review of your complaint will be undertaken and you will receive a response within 15 working days.

We ask that you put your complaint in writing to michael@frankmodern.co.uk or post:
Michael Parry
Frank Modern Estate Agents
St. Johns Street
Peterborough
PE1 5DD

Following the conclusion of the investigation, a written statement of the Company’s final view will be sent to you. If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

You should contact:
The Property Ombudsman
Milford House,
43 – 55 Milford Street,
Salisbury,
Wiltshire
SP1 2BP
Tel No: 01722 333306
Fax No: 01722 332296
www.tpos.co.uk
This is a free service.
Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including 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.

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