Complaints Procedure

Got a problem? Talk to us before you tell the world!

My Place in Cornwall is a member of the The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place.

The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.

 

Lettings Department

Jenna Harris and Lisa Arcari
Contact: info@myplaceincornwall.co.uk

Sales Department

Candice Nicholson
Contact: candice@myplaceincornwall.co.uk

Director of My Place in Cornwall

Lisa Arcari
Contact: lisa@myplaceincornwall.co.uk

Stage One – Department Contact

All complaints should, in the first instance, be directed to the contact for the department that your complaint is related to. He or she will endeavour to resolve your complaint immediately, and no later than five working days of the first notification.

Stage 2 – Director of My Place in Cornwall

If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Managing Director. You must write to them within one month of receiving the Branch response. The department contact can supply you with the details of the appropriate person. They will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.

Stage 3 – The Property Ombudsman

After you have received a response from the Managing Director and if you are not satisfied with their proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the Managing Director’s final view point letter alongside a link to the The Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.uk

Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 6 months of the date of the Managing Director’s 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 is exhausted.