Bartleys Estate Agents - Complaint Procedure

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16/05/2021

Bartleys Estate Agents

IN-HOUSE COMPLAINTS PROCEDURE

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.

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).

What will happen next?

·       We will send you a letter acknowledging receipt of you 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 the office manager 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 sending the acknowledgement letter.

·       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 remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

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

01722 333 306

www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

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Testimonials View all testimonials

Don't just take our word for it.

Received a superb service from Bartley's - would never use any one else!! They go above and beyond to make the process as stress free as possible for you!!

Charlotte Shepherd - 16/August/2018

We’ve used Bartleys for both of our house moves and can’t recommend them highly enough. The personal service you receive goes a long way to making you feel like a valued client. We are always so pleased with the constant updates and phone calls throughout the process. It definitely gave us massive reassurance and we wouldn’t hesitate to use Bartleys again.

Force Dance - 4/November/2019

What a great team mark and Anna have been excellent with my rental property as for the sale big thank you to Charlotte who has chased everything up for me big thanks to her cheers bartleys

Jason Wicketts - 1/April/2020

Mark and Charlotte have given me an excellent service over several years. They are very professional and friendly, I would highly recommend using Bartleys Estate Agents.

Louise Donald - 7/April/2018

Excellent professional service with a personal touch. I would highly recommend Mark, Anna and the team to let or sell your property (and have!) Your house is in safe hands.

Sally-Anne Rose - 19/Jan/2019

As a tenant at one of their managed properties, I've found the staff at Bartleys to be friendly and helpful, and prompt at dealing with problems.

Martin Pegg - 01/June/2018

Extremely professional and personal service. Charlotte and Mark worked really hard to get us to exchange despite the chain being very long. They went above and beyond at every step and kept us informed throughout the whole process. We would highly recommend them and really impressed with their knowledge and patience making the stress of moving a lot better. Thank you.

Julia Burbidge - 2/February/2020

We sold our house with Bartley’s this November. There were many challenges but their team, especially Charlotte, were relentless in chasing everything! Highly recommended

Peter Heald - 20/Nov/2019

I've, been dealing with Mark for some time now, great support, always available and helps address any of my needs. Thanks!

Sukh Kundi - 16/December/2019

Very professional team, delighted with the service and personal care & attention taken with the sale of my property.

Rebecca Walters - 3/December/2018

Rented a my first flat with Bartleys between 2017-18 and they were very professional and helpful when needed. Would highly recommend and would definitely rent a property with them again

Adrienne Kerry - 20/Nov/2019

Excellent service from Bartley's, I've rented & sold properties through Bartley's & they've always made the process as stress free as possible & with Mark & Charlotte they always give that personal touch. Wouldn't buy, sell or rent through anyone else.

Donna Faulkner - 27/September/2018

I have now sold a few properties through Bartleys Estate agents and I have Always received a Gold standard service In fact I would never consider using any other estate agents again

Susan Tonks - 01/June/2017

Excellent service received selling my property through Bartleys. I would highly recommend to everyone and will certainly use them in the future. Platinum service.

Holly Thompson - 2/Dec/2020

I have used Bartleys Estate Agents for the last 3 years to let my property and have been pleased with the professional service provided. I would highly recommend them!

Bradley Birch - 23/March/2018