Kerry Arnold’s
Complaints Procedure.

Buying Agent Partnership (Kerry Arnold) Ltd is 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 to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. You can do this via email to: karnold@buyingagent.com or by post to: 16, Willingham Road, Over, Cambridge, CB24 5PD.

We have 8 weeks to consider your complaint. If we have not resolved it within this time, you may refer your complaint to The Property Ombudsman https://www.tpos.co.uk/consumers/how-to-make-a-complaint

What will happen next?

• We will send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure
• We will then investigate your complaint. This will be dealt with by Buying Agent Partnership (Kerry Arnold) Ltd. A formal written outcome of their investigation will be sent to you within 15 working days of sending the acknowledgement letter

As a small business, we do not offer the ability to refer your complaint to another internal member of staff or director for consideration and therefore you should treat our initial response as also the final viewpoint on the matter.

If you remain unsatisfied, you will then need to address your complaint to The Property Ombudsman via the details below to request an independent review:

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP

01722 333 306
www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within six 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.