At Payne & Co., it is our intention to provide you with the best possible service, but issues occur in all organisations. If you are dissatisfied with any aspect of the service you receive from us, we would like to address your concerns. This brochure explains how to make a complaint, and the procedures we follow to investigate the issues you raise.
If you are unhappy about your treatment at Payne & Co., you are invited to contact us anyway you wish. For example:
Once you have made us aware of your concerns we will acknowledge your letter, or telephone call in writing. What happens next? Your complaint will then be dealt with. The steps taken will depend on the nature of your complaint, but it may include:
If you are unhappy with the outcome, we will advise you how to contact The Property Ombudsman, who may re-investigate your complaint.
If you wish to write to Payne & Co. letters should be addressed to:
The Complaints Officer
11 Station Road West
Oxted Surrey RH8 9EG
When telephoning Payne & Co. to register a complaint, please phone: 01883 712261
If ultimately a satisfactory resolution cannot be found then we would direct you to elevate you complaint to The Property Ombudsman. They can be contacted via the following website address: https://www.tpos.co.uk/consumers/how-to-make-a-complaint or on the following telephone number: 01722 333306