The Cameron Group is a member of The Property Ombudsman Service (TPOS) and as such we are committed to providing the highest levels of customer service to all our clients.

If you feel that we have not lived up to your expectations in any way, we would like to hear from you in order to investigate the matter. Please direct all communication to This email address is being protected from spambots. You need JavaScript enabled to view it. with reference to the appropriate person(s) you wish to raise your complaint with or via post to the “Complaints Department” at address referenced in stage two.

To ensure that your interests are safeguarded, our complaints procedure has been structured in which any raised complaints are handled; this allows us to manage any issues or concerns effectively and ensures that they are dealt with as quickly as possible.

You may find below our process for submitting complaints in relation to:

  • Estate Agency
  • Residential Lettings & Property Management

 

Residential Estate Agency - Making a Complaint

Stage One - Sales Manager

We ask that all complaints are first raised and directed to the Sales Manager of the department that you have been dealing with. The Manager will strive to resolve your complaint as soon as possible, acknowledging within three working days of receipt and ensuring an investigation will be undertaken. A Formal response will then be issued within fifteen working days.

Stage Two – Sales Director

If you remain dissatisfied, you may then further your complaint in writing to the Sale Director responsible for Estate Agency operations, the Sales Manager can supply you with the details of the appropriate person. You must write to them within one month of receiving the response from the Sales Manager.

Your letter/email will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns. Following the Sales Directors investigation a formal written outcome and statement will be sent to you within fifteen working days and contain the final view of the company. This will include any offer made in a written response to you, to confirm our ‘final viewpoint’ on the matter.

Clive Edwards MNAEA

Sales Director

Cameron House

21-23 High Street

Yiewsley

West Drayton

Middlesex

UB7 7QG

Stage Three - The Property Ombudsman

After you receive a response from the Sales Director, you may approach the Ombudsman (TPOS) if you are not satisfied with the response given. You will be directed to the TPOS in our final viewpoint in which you can contact them via their website at www.tpos.co.uk, alternatively you can contact TPOS in writing at the below address:

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

Telephone no. 01722333306

Email address. This email address is being protected from spambots. You need JavaScript enabled to view it.

Please note that if you do wish to contact The Property Ombudsman Service (TPOS), it is important you do so within twelve months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.

You will receive written confirmation from the Property Ombudsman that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.

The matter will be referred to a case officer who will review the complaint together with the response from the branch and make a recommendation to the Ombudsman who will make a final decision which is binding upon the branch in question.

Residential Lettings & Property Management - Making a Complaint

Stage One – Senior Lettings Manager

We ask that all complaints are first raised and directed to the Senior Lettings Manager. The Manager will strive to resolve your complaint as soon as possible, acknowledging within three working days of receipt and ensuring an investigation will be undertaken. A formal response will then be issued within fifteen working days.

Stage Two – Head of Property Management

If you remain dissatisfied and wish to further escalate your complaint, you may write to the Head of Property Management within one month of a response from the Senior Lettings Manager.

Your letter/email will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns. Following the Head of Property Management investigation a formal written outcome and statement will be sent to you within fifteen working days and contain the final view of the company. This will include any offer made in a written response to you, to confirm our ‘final viewpoint’ on the matter.

Michelle Mellars MARLA

Head of Property Management

Cameron House

21-23 High Street

Yiewsley

West Drayton

Middlesex

UB7 7QG

Stage Three – The Property Ombudsman

After you receive a response form the Head of Property Management, you may approach the Ombudsman (TPOS) if you are not satisfied with the response given. You will be directed to the TPOS in our final viewpoint in which you can contact them via their website at www.tpos.co.uk, alternatively you can contact TPOS in writing at the below address:

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

Telephone no. 01722333306

Email address. This email address is being protected from spambots. You need JavaScript enabled to view it.

Please note that if you do wish to contact The Property Ombudsman Service (TPOS), it is important you do so within twelve months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.

You will receive written confirmation from the Property Ombudsman that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.

The matter will be referred to a case officer who will review the complaint together with the response from the branch and make a recommendation to the Ombudsman who will make a final decision which is binding upon the branch in question.