Complaints Policy


Hotblack Desiato is a member of The Property Ombudsman Scheme (TPOS) and we are committed to providing a professional service to all our clients and customers. Our complaints policy ensures that we maintain the highest of standards. The procedure follows a two stage internal process. If satisfaction cannot be arrived at following the second stage you may report the complaint to The Property Ombudsman.

If you have a complaint, please put it in writing, addressed to the member of staff you have been dealing with, including as much detail as possible. It is very important that a written account of the complaint is made. At this point we enter the first phase of resolving your complaint.

Stage One

A swift resolution will be sought if at all possible. The member of staff the complaint is made to will bring it to the attention of the office manager who will record the complaint in an official Complaints Log, discuss with the relevant member of staff, and investigate.

The complaint will be acknowledged in writing within 3 working days and will confirm who is dealing with the complaint and a timeframe within which a reply can be expected. This should be within 15 working days. Should the investigation take longer than 15 working days due, for example, to staff absences or a delay in obtaining information, a progress report shall be sent giving an indication of when a reply can be expected.

Stage Two

If, following the findings by the office manager you are not satisfied, you should contact us again and we will arrange for a separate review to take place at Director level. Your request for a Director level review will be acknowledged within 3 working days of receipt. You will be informed of the name of the person dealing with the matter and when you can expect a reply.

If you feel we have not sought to address your complaint within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider, without our final viewpoint on the matter.

If you remain dissatisfied following our findings you can then contact The Property Ombudsman to request an independent review.

The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury Wiltshire SP1 2BP
01722 333 306 / www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

In the event of reaching Stage 2 of the complaint process please direct written correspondence to:

David Pinnick, Hotblack Desiato, 314 Upper Street, Islington, London N1 2XQ
020 7226 0160 / david.pinnick@hotblack.co.uk.