Joseph Harris Estate Agents — Committed to Fairness, Transparency and Service Excellence.
Introduction
At Joseph Harris Estate Agents, we are committed to delivering a high standard of
service to all of our clients and tenants. We take complaints seriously and see them as
an opportunity to learn, improve, and resolve any issues promptly and fairly.
1. Purpose of This Policy
This Complaints Policy sets out how you can make a complaint, how we handle it, and
what you can expect from us. Our goal is to resolve all complaints quickly, efficiently and
to your satisfaction wherever possible.
2. What is a Complaint?
A complaint is any expression of dissatisfaction, whether justified or not, from a client,
landlord or tenant about the standard of service, communication, conduct or action (or
lack of action) taken by Joseph Harris Estate Agents or someone acting on our behalf.
3. How to Make a Complaint
If you are unhappy with any aspect of our service, please contact us as soon as
possible.
Email: info@josephharrisestateagents.co.uk
Post: Joseph Harris Estate Agents, 146 Linthorpe Road, Middlesbrough, TS1 3RA.
Please include your name, property address (if applicable), a description of the issue,
and what you would like us to do to put things right.
4. Our Complaints Process
We follow a clear three-stage process:
- Stage 1 — Informal Resolution:
In the first instance, we aim to resolve your complaint informally. This will usually be
handled by the relevant department manager who will investigate and respond within 5
working days. - Stage 2 — Formal Investigation:
If you remain dissatisfied, your complaint will be escalated to a Director. We will
acknowledge receipt within 3 working days and provide a full written response within 15
working days of acknowledgement. - Stage 3 — Independent Redress:
If, after receiving our final response, you are still not satisfied, you can refer your
complaint to our independent redress scheme: The Property Ombudsman (TPO). We
are members of TPO and bound by their code of practice.
The Property Ombudsman
Website: www.tpos.co.uk
Email: admin@tpos.co.uk
Address: Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP
5. Our Responsibilities
We will:
- Treat all complaints seriously and handle them fairly and confidentially.
- Investigate complaints thoroughly and objectively.
- Communicate clearly throughout the process.
- Keep detailed records of all complaints and outcomes to improve our service.
6. Confidentiality and Data Protection
All complaints are handled in accordance with our data protection policy. Information will
only be shared where necessary to investigate and resolve the issue.
7. Continuous Improvement
We regularly review complaints to identify trends and areas for improvement. Feedback
from clients and tenants helps us maintain the high standards we set for ourselves.
8. Our Commitment
At Joseph Harris Estate Agents, we value all feedback and are committed to resolving
concerns quickly, fairly and professionally. Your satisfaction and trust are at the heart of
our business.
