At Enfields, we take pride in providing our clients and customers with a professional service. However, we understand that things can sometimes go wrong. If you do encounter an issue, we kindly ask that you let us know, as this will help us to improve our standards and make reasonable adjustments if necessary.

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We understand that some customers may face challenges due to their age, disability, economic circumstances, language barriers, lack of knowledge or numeracy ability, or bereavement. If this is the case, we will do our best to accommodate their needs.

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Here is how we handle complaints

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1. First, we will send you a written acknowledgment of the receipt of your complaint within three working days of receiving it. We understand that it can be frustrating not knowing if your complaint has been received, so we want to assure you that we have received it and will work to address it as soon as possible. In this letter, we will also include a copy of our procedure for handling complaints, so you know what to expect throughout the process.
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2. Next, we will investigate your complaint. This will usually be handled by our office manager, who will review your file and speak to the member of staff who dealt with you. Our goal is to fully understand the issue and to find a solution that satisfies all parties. We will keep you updated throughout the investigation process and ensure that you have a formal written outcome within 15 working days of the original complaint.
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3. If you are still not satisfied with our response, please contact us again, and we will arrange for a separate review to take place by a senior member of staff. We believe that everyone deserves to be heard and understood, and we want to ensure that your concerns have been fully addressed.
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4. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter. We understand that waiting for a resolution can be stressful, so we will work as quickly as possible to ensure that you receive a clear and concise response.
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5. If you are still not satisfied with our final viewpoint, or if more than 8 weeks have elapsed since the complaint was first made, you can request an independent review from The Property Ombudsman without charge. We believe that this is a fair and transparent process that will allow for an unbiased review of your complaint.

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Where to send your complaint

If you have a complaint, we want to hear from you. You can send your complaint to us either in writing or via email. Please include as much detail as possible, including your name, contact information, and a description of the issue.
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You can send your complaint in writing to:
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Complaints

Enfields Southampton

15 London Road,
Southampton,

SO15 2AE

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Alternatively, you can email your complaint to:

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complaints@enfields-southampton.co.uk

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Contact The Property Ombudsman

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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.

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You can contact The Property Ombudsman at:

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The Property Ombudsman,

Milford House,

43-55 Milford Street,

Salisbury,

Wiltshire,

SP1 2BP

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Telephone: 01722 333 306

Email: admin@tpos.co.uk‍

Website: www.tpos.co.uk

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The Property Ombudsman provides a free, impartial, and independent dispute resolution service for consumers who have been unable to resolve their complaint with a registered property agent. When you contact them, they will explain their process and provide guidance on how to proceed with your complaint.

Please note that you must have exhausted our internal complaints process before contacting The Property Ombudsman. They will require you to provide details of the complaint and the steps you have taken to resolve it with us.

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