Complaints Policy
Our aim is to provide a valuable service to our clients and to do everything we can to ensure you are satisfied. If you feel that we haven't provided this standard and you wish to complain, we ask that you first phone the person who has been your contact and explain that you are dissatisfied with an aspect of the service you have received.
If you remain unhappy with the way your complaint has been dealt with then you should set out your complaint via email to:
info@toldproperties.co.uk and/or by post at: 155 Gorse Crescent, Stretford, Manchester M32 0UG.
To resolve your complaint, we would ask that you include the following information and evidence, if applicable:
• An outline of your complaint explaining why you feel that we have fallen short of our usual first class service
• What you would like us to do to resolve the issue
• The names of the people involved and any supporting documents.
On receipt of a complaint, we will investigate the issue(s) you have raised on your complaint fully and respond to you accordingly.
The time scales for dealing with a complaint are as follows:
• You will receive an ‘acknowledgement of receipt’ of your complaint from us within 3 working days of receipt of your complaint.
• Within 10 working days of the acknowledgement, you will receive a full response.
• If we are unable to resolve the matter within the 10 working days as stated above, we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received
• After our final written response, we may deem the complaint closed. If we deem the matter closed then we reserve the right not to enter into any further correspondence.
We are members of the Property Redress Scheme and Membership number is PRS046769 If you remain unhappy with the response received from us and have exhausted our complaints procedure, you can contact the Property Redress Scheme to ask them to investigate your complaint. In order to take your complaint to The Property Redress Scheme you must first have carried out the following:
• Made an official complaint to us, in writing;
• Waited at least 8 weeks for us to respond to your complaint;
• Not waited more than 6 months from our last communication with you, regarding this complaint.
The Property Redress Scheme is a government approved Redress Scheme who resolves complaints between members and their consumers. The complainant must have exhausted our internal complaints procedure and remain dissatisfied with our response, to take any further action. The Property Redress Scheme is free to use for the complainant and further information and guidance on how to resolve complaints is available via their website.
To make a complaint, please contact the Property Redress Scheme directly or alternatively, visit their website and fill out a Complaints Form. The Property Redress Scheme contact details are as follows:
T: 0333 321 9418
Post:
The Property Redress Scheme.
Premiere House, 1st Floor
Elstree Way, Borehamwood Hertfordshire, WD6 1JH
Terms and Conditions
Terms & Conditions
OUR RESPONSIBILITY
If the property deal falls through due to unforeseen circumstances relating to the property or vendor, Told Properties Ltd will offer to replace the property deal with one of a similar return investment, within 3 months. Alternatively, Told Properties Ltd will refund your money minus our standard £250 admin fee.
If the customer pulls out of the property deal sold to them, within 14 days of the terms & conditions being signed, there is a “no quibble money back guarantee”. This means Told Properties Ltd will refund your money without needing a reason as to why you are withdrawing. This will be minus our standard £250 admin fee.
If the property deal falls through due to the customer being rejected for a mortgage, Told Properties Ltd will endeavour to replace the property deal with one of a similar return investment, if the customer is able to get a mortgage within 6 months of signing these terms & conditions.
A member of Told Properties Ltd (or an appropriately trained representative) has carried out a full inspection of the property and it is as described in the viewing inspection document (which will be sent to you after the fee has been paid). We have done our due diligence, regarding the property, to the best of our ability.
Told Properties Ltd develop an educated estimate of the following (as appropriate to the property deal): rental figures, property outgoings, refurbishment/ renovation costs, required fees and return on investment. However, these are suggested and estimates only and we can’t be held accountable for these figures.
CUSTOMERS RESPONSIBILITIES
The customer must provide any requested documents to Told Properties Ltd for legal purposes (Anti-Money Laundering due diligence) and must inform us of any unspent convictions for fraud or related offences/ current investigations for fraud.
The customer must provide all requested documents to the estate agent, if required, in a timely manner. If the property deal falls through due to the customer failing to provide relevant documents when requested, Told Properties Ltd will not be able to replace or refund the property deal.
If the property deal falls through due to the customer’s own legal, personal or financial circumstances, Told Properties Ltd will not be able to replace or refund the property deal.
If the customer pulls out of the property deal sold to them, more than 14 days after the terms & conditions have been signed, there will be no refund provided.
The customer must consult with a specialised, professional mortgage broker prior to signing these terms and conditions (if applicable for the property deal), unless they are a cash buyer and don’t require a mortgage.
The customer agrees to follow our Complaints Policy and must not share any perceived negative experiences on social media platforms.
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