Complaints proceedure

Cozyhomes4u Ltd is a member of The Property Ombudsman Scheme (TPOS) for all Lettings and Sales and we aim to provide the highest standards of service to all our customers. If we make a mistake you need to inform us of our error and we will do our utmost to rectify your concern as quickly as possible. Our aim is to ensure that your interests are protected and to make sure we rectify any mistakes we make to your satisfaction.

We have the following complaints procedure which we adhere to.

The aim of this process is to resolve any customer issues or concerns as soon as possible. In the majority of cases the majority of issues can be resolved amicably and as soon as possible to our clients satisfaction.

Stage One - Manager

Complaints should, in the first instance, be reported to the Manager of our Company that you have been dealing with. They will acknowledge your complaint in writing, within 3 working days, and will liaise with you and aim to resolve your complaint immediately but no longer than 5 working days from our initial letter of acknowledgement.

Stage Two - Director

Should our Manager be unable to resolve your complaint to your satisfaction, you can request that we refer the matter to the Director who will respond within 7 working days but no longer than 15 working days from your initial complaint.

The address to write to is:

Cozyhomes4u Ltd
Portland Place
10 Mottram Road
Stalybridge
Cheshire
SK15 3AD

Stage Three - The Property Ombudsman Service

If you are still not satisfied with the outcome of your complaint after dealing with the Manager and Director of our Company or 8 weeks has passed since the complaint was first made, you may approach the Property Ombudsman for further advice free of charge.

Details of how to contact the Property Ombudsman will be contained within our final correspondence letter sent as the final response to your complaint.

Information can also be found online at tpos.co.uk or email admin@tpos.co.uk.

For your information:

You must make your complaint to the Property Ombudsman within 12 months of the date of our final correspondence to you.

The Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our final correspondence.

The Property Ombudsman recommends paying any outstanding fees on a "without prejudice" basis to avoid late-payment charges and/or further action.

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COZYHOMES4ULTD, Portland Place, 18 Mottram Road, Stalybridge, Cheshire,SK15 3AD

COMPLAINTS PROCEDURE | CMP Certification