Frost's is a member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints procedure in place.
The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers' satisfaction at branch level.
Complaints should, in the first instance, be directed to the Manager of the estate agency branch or department you have been dealing with. They will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 10 working days from first notification.
If, after you have dealt with the division director, you remain dissatisfied you may address your concerns, in writing, to the Managing Director. Once received your letter will be acknowledged within 3 working days and you will receive a response within 15 working days from receipt of your letter.
The address to write to is:
4 Chequer Street,
Or email: firstname.lastname@example.org
If you still remain dissatisfied with the outcome of your complaint after dealing with the Directors, and once you have received a Final Viewpoint letter from the Managing Director, you may approach the Property Ombudsman.
Details of how to contact the Property Ombudsman will be contained within the Final Viewpoint letter sent as the final response to your complaint. Information can also be found online at www.tpos.co.uk.