Complaints Procedure

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us improve our standards.

If you have a complaint, please put in writing including as much detail as possible marking your correspondence Private and Confidential to the following address:
Pennycuick Collins
54 Hagley Road,
Birmingham,
B16 8PE

Or nash.patel@pennycuick.co.uk

We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaint within eight weeks, you may be able to refer your email to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?

We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

Nash Patel will then investigate your complaint. This will include reviewing your file and speaking to the member of staff who you have dealt with. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by another Director.

We will write to you within 15 days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied after the last stage of the in-house complaints procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Telephone: 01722 355 458 (Option 1)
Email: admin@tpos.co.uk
Website: www.tpos.co.uk

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.