All complaints – verbal and written – will be recorded at the time they are made, and Hamiltons will make an immediate attempt to address the issue/s raised and resolve the complaint.
If the complaint cannot be resolved in the first instance the complainant will be asked to put their complaint in writing if they have not already done so and address it to the Managing Director Robert Ridgway at robbie@hamiltonspropertyservices.co.uk. All written complaints will be acknowledged, in writing, within three working days and an investigation promptly undertaken.
A formal written outcome of the investigation will be sent to the complainant within 15 working days.
Should the complainant not be satisfied with the outcome of the investigation they may appeal in writing for a further review.
Following the conclusion of this review a written statement expressing the Company’s final viewpoint will be sent to the complainant and will detail how the matter can be further referred without affecting their legal rights.
All complaints will be investigated and dealt with at no cost to the consumer.
Contact details: Hamiltons, 227-229 Frimley Green Road, Frimley Green, Surrey, GU16 6LD. The complainant may escalate their complaint to The Property Ombudsman following a final viewpoint being provided by the Company. A Consumer Guide will be provided with all Ombudsman contact details at the time the final viewpoint is communicated to the complainant either by post or e-mail.
The complainant will not be deprived of their legal rights at any time during the process.
Hamiltons Property Services TA Three Counties Property Services Ltd Company Registration No: 8261876.
