We want all our customers to be happy with our service. But we know we might not get everything right, every time. If you’re not happy and want to make a complaint, we have a full complaints procedure in place. We investigate all complaints in detail and impartially, and will do everything we can to get your issue sorted.
We’re also a member of The Property Ombudsman Scheme (TPOS) and follow their Code of Practice which can be found here.
If you make a complaint, you’ll get a written response from us within 3 working days. This will either be a full response, or we’ll let you know that we’re looking into it and will come back to you within 15 working days.
If you’re still not happy with our response, we have a second stage to our complaints process – and you can ask for your complaint and our response to be reviewed again, by a separate, independent team at Purplebricks.
The majority of issues will be resolved by this point, however, if you still have concerns after this second stage, you would then be free to contact The Property Ombudsman Scheme (who will only investigate complaints that can’t be resolved by the company itself).
We are a member of The Property Ombudsman Service (TPOS) and we aim to provide the highest standards of service to our Residential Lettings and Property Management customers. At Purplebricks we value all of our customers and our intention is to meet all of your expectations.
In order to ensure that your interests are safeguarded we have put into place a complaints procedure in order to deal with any issues that may unfortunately arise. Our aim is to handle any problems or concerns as quickly as possible; in order to achieve this we will, wherever we can, try and resolve your complaint via your Local Lettings Expert, Lettings Coordinator or Property Manager. They will endeavour to resolve your complaint within 5 working days.
Stage 1 – Customer Experience Team, Senior Property Management, Pre Tenancy or Accounts
Should your complaint remain unresolved, you may refer it to firstname.lastname@example.org. We request that you send a written summary of your complaint which will be handled by either Customer Service or a Senior member of Property Management, Pre Tenancy or Accounts.
They will acknowledge your complaint within 3 working days of receipt and provide you with a written response within 15 working days.
Stage 2 - Customer Experience Manager, Department Head or Regional Director
Should the concerns you raised still remain, or if you are dissatisfied with any aspect of our handling of your complaint, you may write to the Customer Service Manager, Department Head or Regional Director:
Or via post:
We will acknowledge your complaint within 3 working days of receipt and will investigate the issues raised. We will undertake a review of your complaint, including how it has been handled to date, which may include further investigations into the background of your concerns.
Within 15 working days from receipt of your letter, the Customer Service Manager, Department Head or Regional Director will set out in writing the findings and recommendations.
Stage 3 - Company Final View Point – Head of Lettings
Following on from receipt of Stage 2 response if you continue to remain unhappy with the responses provided you may write to the Head of Lettings.
We will acknowledge your complaint within 3 working days of receipt and will investigate the issues raised.
Within 15 working days from receipt of your letter the Head of Lettings will provide written correspondence as a ‘final viewpoint’ on how it is believed your complaint can be resolved.
Stage 4 – The Property Ombudsman
After you have received a response from the Head of Lettings if you are not satisfied with the proposed resolution you may approach The Property Ombudsman Service (TPOS).
Details of how to do this are contained within the final view point letter alongside a link to the TPOS consumer guide at www.tpos.co.uk. Please note that if you do wish to contact TPOS, you must do so within 12 months of the date of the final viewpoint letter.
It is also important to note that TPOS will not consider your complaint until our internal complaints procedure has been exhausted.