Introduction
At Spring, we aim to give you the best customer service possible. But if you feel we’ve fallen short of this, please let us know. We’ll work with you to put things right and we’ll always try to use your feedback to improve things where we can.
This Policy lets you know how to go about making a complaint and how to take it further if you need to.
Making a complaint.
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
We will, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement, or who do not speak English as a first language.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
- We will send you a written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally be dealt with by our Executive Team who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
- If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
- We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
- If you are still not satisfied with our final viewpoint (or more than 8 weeks have elapsed since the complaint was first made), you can request an independent review from The Property Ombudsman without charge.
Please contact us:
By email:
By post:
Complaints, Spring Operations Ltd, Sunley House, Bedford Park, Croydon, CR0 2AP
If you remain dissatisfied:
If you are not satisfied with the way Spring has dealt with your complaint then you can refer the matter to:
The Property Ombudsman
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.
Other complaints:
Advertising Standards Authority (if your complaint is about is about our advertisements online or in print media)
https://www.asa.org.uk/make-a-complaint.html