Complaints Procedure

Here at Boatwrights Estate Agents, we aim to provide the highest standards of service to all our customers. If you feel we have let you down for whatever reason however, we are sorry but would ask you to please follow the procedure below.

As a Member of The Property Ombudsman (TPOS), we are obliged to have a written Complaints procedure which we (and you) must follow if you subsequently wish to refer the complaint to the Ombudsman.

1. Even if you have already phoned to advise us of your complaint, please write formally detailing the nature of the issues being raised to the Branch Manager of the relevant Office.
2. We will acknowledge receipt of your Complaint within 3 working days.
3. Within 15 working days, and after a thorough investigation, we will send you a formal written response of the outcome of the investigation and any actions taken or to be taken.
4. If you are still dissatisfied with the outcome of our investigation, you have a further opportunity to request in writing that the Complaint be reviewed by our Managing Director (Matthew Boatwright), who is based at our Shaftesbury Office. He will respond to you within 15 working days with a final review or offer.
5. In the event that we fail to deal with the Complaint in a timely manner OR if the final review still fails to satisfy you, then you may write to the Ombudsman’s Office with full details. You will have 12 months to raise your complaint with the Ombudsman from the date of Boatwrights final review.The contact information for TPOS is as follows:

   The Property Ombudsman
   Unit 159756
   PO Box 7169
   Poole
   BH15 9EL
   Tel: 01722 333306
   Fax: 01722 33229
   www.tpos.co.uk

Data Protection Complaints

Should you wish to raise a complaint regarding the handling of your personal data, then you may do so by contacting us either by email or letter using the details provided below.

Data Protection Officer

Mr Matthew Boatwright
matthewb@boatwrights.co.uk / 01747 859 359 / 01747 213106
High Street, Tisbury, Wiltshire, SP3 6LD.

All data protection complaints will be acknowledged within 30 calendar days of receipt.

Complaints will be investigated promptly, fairly, and without undue delay, and the complainant will be informed of the outcome of the investigation as soon as reasonably practicable.

A record of all complaints, investigations, decisions, and actions taken will be maintained. If you remain dissatisfied with our outcome, they you have a right to make a complaint to the Information Commissioner’s Office (ICO)

Information Commissioner’s Office (ICO):

www.ico.org.uk

0303 123 1113
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF