Vesper Real Estate strives to ensure that the process of buying and selling is as smooth as possible. However, in what can be a stressful transaction, occasionally things may not always go according to plan. With this in mind, we have a rigorous process to ensure any grievances that may arise are resolved as quickly as possible.
All Vesper Real Estate employees take customer satisfaction very seriously and we will endeavour to resolve the issue swiftly and professionally.
Formally making your complaint with us
If you wish to make a formal complaint, please put this in writing. On receipt of your letter of complaint, Vesper Real Estate will acknowledge your letter within three working days. We will then undertake a proper investigation and respond to you with a formal written outcome within 15 working days from the date of receipt of your written complaint.
Please write (by letter or email) outlining the specific details of your complaint to:
Vesper Real Estate Ltd
Old Police Station
Church Street
Swadlincote
DE11 8LN
Email: office@vesperrealestate.com
If you remain dissatisfied with this formal written outcome, you can further pursue the complaint and it will be reviewed by another senior staff member not directly involved in the transaction. This further review will be sent to you within 15 working days and will include a written statement of our final view.
Referral to The Property Ombudsman
We genuinely hope that all concerns can be settled amicably between us. However, if you remain dissatisfied with our final view you may seek redress through The Property Ombudsman, which
provides a free, independent service for dealing with unresolved disputes. The Property Ombudsman will not consider your complaint until you have exhausted our internal procedure. Any referral to The Property Ombudsman must be made within twelve months of the date of our final view statement.
Their details are as follows:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP
www.tpos.co.uk
Should you wish to discuss your complaint at any stage of the process, please call 07751 010101.
This website is owned and controlled by Vesper Real Estate Ltd of Old Police Station, Church Street, Swadlincote, DE11 8LN.company number 1011545. If you use this website you agree to the terms and conditions.