Complaints Procedure

At Heartwood Homes, we pride ourselves on our level of customer service. We are a member of The Property Ombudsman (TPO) and our aim is to provide the highest standards of services, whilst ensuring  your interests are protected.

In the event that you are unhappy with our service, we would welcome your comments so that we may aim to resolve the matter in a speedy and professional manner. Our Complaints Procedure is as follows:

| Step 1

In the first instance, please feel free to talk through your concerns with a member of our Team. Our aim, wherever possible, is for complaints to be dealt with quickly and informally. We would hope your complaint can be resolved at this stage.

If you feel that your issues have not been dealt with, or you are still dissatisfied with the response to your initial complaint, you may request for the complaint to be dealt with formally.

| Step 2

A formal complaint needs to be made in writing to Jon Stubbs, Director, preferably by email jon@heartwood-homes.co.uk. Please outline your concerns and what steps you would like Heartwood Homes to make to resolve your complaint.

Your complaint will be acknowledged within three working days. Your complaint will be reviewed by Jon Stubbs and appropriate steps will be taken to resolve your concerns. A final written response will be provided within 15 working days.  If this period is exceeded you will be informed why and a date by which you will receive a final written response.

The response to a formal complaint will cover all issues raised by yourself and will set out what Heartwood Homes proposes to do to resolve your complaint.

If we do not hear from you within a further 6 weeks from the date of our response, we will assume the matter has been addressed to your satisfaction and the complaint will be closed.

| Step 3

If you are unhappy with the response from Jon Stubbs, you may ask for the complaint to be considered by The Property Ombudsman. Details of how to do this will be  contained in our final response letter you can also find these in The Property Ombudsman Consumer Guide or online at tpos.co.uk

If you wish to contact The Property Ombudsman, please note that this must be done within 12 months of the date of our final response letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed. 

The Property Ombudsman’s contact details are:

The Property Ombudsman
Milford House 43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
E: admin@tpos.co.uk
T: 01722 333306