Complaints Procedure
At Coll & Sons, we are committed to providing a high standard of service. However, if you are unhappy with any aspect of our service, we want to hear from you so that we can put things right.
Step 1: Raise It With Us
In the first instance, please contact the manager of our office to discuss your concerns. Many issues can be resolved quickly and informally.
- Email: info@collandsons.co.uk
- Phone: +44 1702 882 100
- Write to: Southend-On-Sea areas
Step 2: Formal Written Complaint
If you are not satisfied with the initial response, please submit your complaint in writing (by email or letter) to our office. Please include:
- Your full name and contact details
- The property address or reference (if applicable)
- A clear description of your complaint
- What outcome you are seeking
We will acknowledge your complaint within 3 working days and provide a full written response within 15 working days. If we need more time to investigate, we will let you know and keep you updated on progress.
Step 3: Final Review
If you remain dissatisfied with our response, you may request a final review by a senior member of our team. We will provide a final written response within 15 working days of your request.
Step 4: Independent Redress
If you are still not satisfied after completing our internal complaints process, you may refer your complaint to The Property Ombudsman (TPO), an independent redress scheme of which we are a member.
The Property Ombudsman
Milford House, 43-55 Milford Street
Salisbury, Wiltshire SP1 2BP
Phone: 01722 333 306
Website: www.tpos.co.uk
You must refer your complaint to TPO within 12 months of receiving our final response.