Hodsons Estate Agents
Internal Complaints Handling Procedures

Here at Hodsons Estate Agents we pride ourselves on the level of customer service we provide. In the event that you feel dissatisfied with our service and wish to make a complaint, you will need to follow our Complaints Handling Procedure (CHP), details of which cab be found below:

MEMBERSHIP DETAILS

Hodsons Estate Agents is a member of the Property Ombudsman Scheme (TPOS); the National Association of Estate Agents (NAEA) and the Association of Residential Lettings (ARLA). By belonging to these organisations we are required to follow strict professional standards.

STAGE 1 – LINE MANAGER

We would request that you initially make your complaint in writing to the manager in charge of the section of the company to which the issue arose. Upon receipt of our complaint he/she will assess our submission and respond within five working days of receiving your written complaint.

Contact Details:
WAKEFIELD OFFICE
Residential Lettings – Lynne Baker            
37-39 George Street
Wakefield
WF1 1LX
Email: lynne@hodsonsproperty.co.uk            
Telephone: 01924 200544    

Residential Sales – Louise Higginbottom
37-39 George Street
Wakefield
WF1 1LX
Email: louise@hodsonsproperty.co.uk
Telephone: 01924 200544    

PONTEFRACT OFFICE
Residential Lettings – Lynne Baker            
37-39 George Street
Wakefield
WF1 1LX
Email: lynne@hodsonsproperty.co.uk            
Telephone: 01924 200544    

Residential Sales – Craig Hepworth
8 Ropergate
Pontefract
WF8 1LP
Email: craig@hodsonsproperty.co.uk
Telephone: 01977 233444


STAGE 2 – MANAGING DIRECTOR

If you wish to progress your complaint beyond the Line Manager, you must do so within 28 days of receiving their response. Once in receipt of your complaint, which must be in writing, the Managing Director will acknowledge your correspondence within five working days. You will receive a full response within 15 working days.

Contact:
James Clarke
37-39 George Street
Wakefield
WF1 1LX
Email: james@hodsonsproperty.co.uk
Telephone: 01924 200544


STAGE 3 – THE PROPERTY OMBUDSMAN SCHEME

Upon receipt of our final view point letter, in the event that you remain dissatisfied you may contact the Ombudsman.

The contact details for the Property Ombudsman Scheme are as follows:
Telephone: 01722 333306, email: admin@tpos.co.uk, website: www.tpos.co.uk, or post:
TPOS Complaints, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Please note: The Ombudsman will not consider your complaint until you have exhausted our internal complaints procedure.


STAGE 4 – NFoPP REGULATION

Once the Ombudsman has concluded his investigation you may forward your complaint to the NFoPP Regulation Department, which is the regulatory function of the NAEA and ARLA.

You will need to submit your complaint to the NFoPP Regulation Department within six months of the Ombudsman’s final review. You should include a copy of the Ombudsman’s review, a copy of your signed acceptance/rejection letter and any other supporting documentation which you feel will assist in the assessment of your complaint.

The contact details for the NFoPP Regulation  Department are:
Email: complaints@nfopp-regulation.co.uk, website: www.nfopp-regulation.co.uk, or post:
NFoPP Regulation, Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG