Our mission at The Property Buying Company is to make selling your property easier. We pride ourselves on our trustworthy approach and excellent customer service, and we always strive to leave every customer satisfied.
However, buying a property isn’t always straightforward; it’s not like buying a loaf of bread. We’re human, so sometimes we don’t get things quite right, despite our best intentions. We encourage you to let us know if there’s an issue so we can correct it, and hopefully never make the same mistake again.
We’re sorry to hear that you’ve had an issue with our service, and we’re always keen to put things right. We’ll do all we can to help resolve your complaint quickly, and efficiently.
To make a complaint, please contact us by calling 0800 024 8444 during our core working hours 8am - 6pm, Monday-Friday. You can also email our dedicated complaints email anytime at help@thepropertybuyingcompany.co.uk.
If you would prefer to write to us, you can at: 4 Deighton Close, Wetherby, West Yorkshire, LS22 7GZ.
No matter the method of getting in touch, we ask that you provide as much information as possible about the complaint, so we can action it as quickly as possible. Please provide us with:
The details that you enquired with, including name, phone number, and property address, so we can locate it on our system.
Any background information or correspondence you have around the issue.
The issue that the impact is having on you.
The ideal solution you would prefer.
When you provide us with this information, we will raise a complaint on your record, noting its progress. We are often able to resolve complaints in a short time frame, but should it take longer, we endeavour to get your issue fixed as soon as possible and will keep you updated on the steps we are taking.
If you are not happy with the resolution offered by your first complaint then please escalate it further. Let the member of staff handling your complaint know that you wish to speak to a manager or director and they can arrange for your complaint to be re-assessed by a more senior member of staff.
We sincerely hope that it never comes to this, and that it’s a last resort!
If we are unable to reach a resolution that you are happy with we are a member of The Property Ombudsman. They are a free, impartial and independent Ombudsman service with the purpose of resolving disputes between consumers and property agents such as ourselves.
If you feel it necessary, you can take your complaint to them. Please make us aware of this and we can provide you with a Final View Point letter, which is a document that explains our position on the complaint.
They have a series of questions on their complaint form that will help you check and determine whether your complaint is ready to be submitted, and if not, they provide guidance on what you should do next.
You can find all the details on The Property Ombudsman website, or you can get in touch with them by calling 01722 333306 or emailing admin@tpos.co.uk.