If you have a grievance, please notify us so we can resolve it quickly and fairly. We follow a clear, staged process in line with the requirements of The Property Ombudsman (TPO), of which ONE Residential is a member.
1
Stage One — Branch
Speak to the branch manager
In the first instance, please put your complaint in writing to the manager of the office dealing with your transaction. We will acknowledge it in writing within 3 working days and begin a thorough investigation.
You will receive a formal written outcome within 15 working days of our acknowledgement.
2
Stage Two — Senior Management
Escalate to a director
If you remain dissatisfied, you may write to a Director of ONE Residential, who will conduct a separate review of your complaint.
We will issue a final written response — our “final viewpoint” letter — within 15 working days, and in any event within 8 weeks of the original complaint.
3
Stage Three — Independent Redress
The Property Ombudsman
If you are not satisfied with our final viewpoint, or more than 8 weeks have passed since you first complained, you may refer the matter to The Property Ombudsman without charge, within 12 months of our final viewpoint letter.
The Property Ombudsman, Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP · 01722 333 306 · www.tpos.co.uk
How to reach us
Please address written complaints to the branch manager, or email us and mark your message “Complaint”.
Email: info@oneresidential.co.uk · Tel: 0207 000 0000
ONE Residential, International House, 1 St. Katharine’s Way, London, E1W 1UN.
