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Roe and Co Residential Sales & Lettings

Use of the Roe and Co Residential Sales website is provided subject to the following Terms and Conditions…

The information published on the Roe and Co Residential Sales website is provided as a service to users, to be used for informational purposes only.

While we have tried to provide accurate and timely information, there may be technical or factual inaccuracies and typographical errors, for which we apologise and we accept no liability for any inaccuracies or omissions on our website to the extent permitted by law. We reserve the right to make changes and corrections at any time, without notice.

The Roe and Co Residential Sales web site is an internet service published by Roe and Co Residential Sales using the site the user automatically accepts our Terms and Conditions. We may change and republish the Terms and Conditions from time to time. It is up to the user to regularly review these Terms and Conditions and note any changes. Continued use of the site after a change has been made indicates the user’s acceptance of those changes.

Any material found within the Roe and Co web site, including text or images may not be copied, reproduced, republished, downloaded, posted, broadcast or transmitted without the express permission of Roe and Co Residential Sales, whereupon, if approved, the appropriate licence may be granted.

We may publish links to external independent websites, however, Roe and Co Residential Sales cannot be held responsible for the content of those web sites. By linking to other websites does not indicate that Roe and Co Residential Sales agrees with any claims, statements or opinions published by those sites. Roe and Co shall not be responsible for an external site loading within the frameset of the Roe and Co Residential Sales website – if users encounter this they should contact the Roe and Co webmaster immediately with as much information as possible, including the pages they were viewing immediately prior to the event.

In no event will Roe and Co Residential Sales be liable for any damages including, without limitation, indirect or consequential damages, or any damages whatsoever arising from use or loss of use, data, or profits, whether in action of contract, negligence or other tortuous action, arising out of or in connection with the use of the site. Roe and Co Residential Sales does not warrant that the functions contained in the material contained in this site will be uninterrupted or error free, that defects will be corrected, or that this site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the materials.

The names, images and logos identifying ® Roe and Co Residential Sales, or third parties and their products and services are proprietary marks of Roe and Co Residential Sales and/or third parties. Nothing contained herein shall be construed as conferring by implication or otherwise any licence or right under any trademark or patent of Roe and Co Residential Sales or any other third party.

Copyright 2019 Roe and Co Residential Sales

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.

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 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).

What will happen next?

• We will send you 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 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 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 has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman

admin@tpos.co.uk

01722 333 306

www.tpos.co.uk

Make a Complaint – The Property Ombudsman (tpos.co.uk)

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.

TPO Letter