Our Paige and Petrook Service Principles:

• To value all of our customers and treat each and every client with equal respect
• To be clear and concise in our documentation and to avoid using unnecessary small print 
• To adhere to best industry practices and maintain high standards
• To set realistic expectations and strive to deliver above and beyond
• To clearly explain all transactional processes to clients and to keep them well informed
• To answer calls quickly and, if unavailable, to respond within 24 hours
• To aim to achieve the best results for our landlords, tenants, clients and buyers
• To set a positive example within our industry and within the local communities in which we live and work
• To be knowledgable and progressive in terms of our thinking and delivery
• To truly get to know our customers and offer our clients a high quality, professional and expert service.
  

Communication

We believe that it is essential to provide clients with materials that are presented in a clear, concise and orderly fashion. Moving house can be stressful, and we don’t want to add any unnecessary stress. 

To ensure that our clients fully understand the terms used in contracts, we take time to explain in full certain aspects that they may be unfamiliar with. However, this does not constitute legal advice and we do recommend consulting a legal professional for all matters relating to law. 

A great deal of consideration is taken into ensuring that the documentation appropriate for each individual property and that it is presented in a clear, easy to understand format. 

Privacy

We do not give out any personal information you provide us with unless lawfully obligated. You have the right to access any of your personal information that is kept by Paige and Petrook. 

Complaint Resolution

If you do have an issue or complaint with any of our services, we would appreciate hearing from you. In the first occurence, please contact the Director of Paige and Petrook suzie@paigeandpetrook.co.uk / 020 8866 5666

In-House Complaints Procedure

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

• We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. 
• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
• If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman
admin@tpos.co.uk
01722 333 306
www.tpos.co.uk

Make a Complaint – The Property Ombudsman (tpos.co.uk)

Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.