Making a complaint

Argyle Property Associates LTD is a member of The Property Ombudsman Scheme (TPOS membership ID T08602) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded and to make sure we have the right process in place to continuously enhance our service, we run the following complaints procedure.

The aim here is to resolve all customer issues or concerns as quickly as possible. In general, a large proportion of complaints are born out of miscommunication and as such we have designed this procedure to ensure clarity is quickly reached for all parties.  

Stage One – Informal Direct Contact

 In the first instance, we would recommend that you make contact with us informally and raise your concerns using any of the following methods.

Telephone: 0115 990 2594
Email: hello@argyleproperty.co.uk

To ensure a swift resolution we suggest you outline the specific cause for concern, the date at which this concern arose and name any individuals involved.

You may skip to Stage Two if you feel your concern needs to be addressed in a more formal manner from the start.

Stage Two – Formal Contact

If your concern has not been address through Stage One to your satisfaction or you determine you wish to skip Stage One we request that you send us your complaint in writing to the below address.

Complaints
Argyle Property Associates LTD
178a High Road
Beeston
Chilwell
NG9 5BB

You may also email this to complaints@argyleproperty.co.uk. 

We will acknowledge your complaint in writing, within 3 working days of receipt. Your complaint will then be reviewed and we will send you a final viewpoint response in writing within 15 working days of acknowledging its receipt. If longer is required you will be notified in writing with an explanation and indication of the timescale.

Stage Three – The Property Ombudsman Service

If you still remain dissatisfied with the outcome of your complaint having made a Stage Two Formal Contact, or 8 weeks have elapsed since the complaint was first made, you may approach The Property Ombudsman without charge.

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 or by email admin@tpos.co.uk.

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

You must make your complaint to the Property Ombudsman within 12 months of the date of our final viewpoint letter.

The Property Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our final viewpoint letter.

The Property Ombudsman recommends paying any outstanding fees on a “without prejudice” basis to avoid late-payment charges and/or further action.