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Complaints Handling Procedure

Our procedure for dealing with complaints is set out below:

1 A person has been appointed in this office to deal with complaints, and you should not hesitate to contact the relevant person. Details are set out below:-

The Directors
Howards (Estate Agents) Limited
107a The Street
Poringland
Norwich
Norfolk
NR14 7RP

2 Where your complaint is initially made verbally, you will be requested to send a written summary of your complaint to the person dealing with it.

3 Once we have received your written summary of the complaint, we will contact you in writing within 7 days to acknowledge receipt and if required to confirm our understanding of the circumstances leading to your complaint.

4 Within 21 days of receipt of your written summary, the person dealing with your complaint will write to you, in order to update you on the progress of the investigation into your complaint and to let you know what actions have been or will be taken. If the complaint takes more than 28 days to investigate you will be provided with regular updates on progress.

5 If you are dissatisfied with any aspect of our handling of your complaint, you should contact:-

The Property Ombudsman

Their contact details are as follows:-
www.tpos.co.uk