Michael Hardy Residential Estate Agents, a member of The Property Ombudsman Redress Scheme, aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure is in place. This provides for the matter to be dealt with internally by the relevant Line Manager or Branch Manager, and in the event that this is not satisfactory, then by a member of the Senior Leadership Team. Thereafter, if we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.
If you believe you have a complaint, please write to the relevant office in the first instance at the addresses below:
Office Manager
Michael Hardy & Company
9 Broad Street
Wokingham
RG40 1AU
Office Manager
Michael Hardy & Company
28 Duke’s Ride
Crowthorne
RG45 6LT
Please note: all complaints relating to our Letting services should be sent to the Wokingham branch.
In the event of a tenancy deposit dispute, you will need to raise this with the TDS for independent adjudication https://www.tenancydepositscheme.com/request-repayment-raise-dispute/
What happens next?
- Your complaint should be acknowledged within 24 hours but no longer than 3 working days. A copy of this complaints procedure will also be enclosed. We will investigate thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your original complaint.
- If you still feel that your complaint has not been resolved, a member of the senior leadership team or the Group Compliance Manager will conduct an independent review of the complaint. We will acknowledge your complaint within three working days of receipt and may contact you to discuss the matter further before launching a full investigation. Upon completion of that investigation, you will be advised of the outcome in writing and within 15 working days of the written Stage Three complaint.
- In the event that the final review as detailed above still fails to satisfy your complaint, then you are at liberty to have the matter referred to the Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification.
The Property Ombudsman
admin@tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, 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.
If you are dissatisfied after both Michael Hardy’s complaints procedure and The Property Ombudsman’s decision and believe one of Propertymark’s codes of conduct has been breached (such as misuse of client funds) in certain circumstances you can direct your complaint to Propertymark at https://propertymark.co.uk/complaints