Complaints Procedure
At FreeAgent247, our commitment to customer service drives everything we do. If, however, you find our service falling short of your expectations, we want to address it promptly.
In engaging with FreeAgent247's complaint procedure please note FreeAgent247 aligns its work and practices with The Property Ombudsman, of which the company is a member.
Step 1: Complaint Submission
Please submit your complaint by email to Chanelle Wakefield, our Complaints and Compliance Officer, at chanelle@freeagent247.com
Ensure your email includes:
- A detailed explanation of your complaint, specifying where you believe we fell short in delivering good customer service.
- Clearly state your desired resolution.
- Include specific details, such as names of advisers, dates and times of incidents, relevant contact information, and any supporting documents.
Step 2: Investigation
Upon receiving your complaint, we commit to a thorough investigation and will respond to you:
- An acknowledgment of receipt within 3 working days.
- A comprehensive response within 15 working days.
- If resolution takes longer, we'll provide reasons and an estimated timeframe.
After our final written response, if we consider the complaint closed, we reserve the right not to engage in further correspondence.
Step 3: Escalation to The Property Ombudsman
If dissatisfied with our response, follow these steps to escalate to The Property Ombudsman:
- Officially submit your complaint in writing.
- Allow 8 weeks for us to resolve your complaint in writing before escalation to the Ombudsman.
- Ensure it is within 12 months from our last communication regarding the complaint.
The Property Ombudsman
For additional assistance, you have the option to contact The Property Ombudsman (TPO) for a free investigation:
Thank you for your cooperation and patience throughout this process. We appreciate the opportunity to address your concerns.