Complaint Handling Procedure

Flagstones Property Group

IN-HOUSE COMPLAINTS PROCEDURE

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?
• We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.

• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

• If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk
www.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.

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Steps for Rent Property

Setting a realistic budget

find the right property for you

Arranging and attending viewings

tenancy application

Moving in

STEP 1

Setting a realistic budget

When renting a property, there are additional costs to your weekly or monthly rent, that you need to make sure you factor into your finances, such as council tax, utility bills and parking.

STEP 2

find the right property for you

Building report with a local professional agent is key, if you are going to stand a chance of being informed about new instructions coming to the market.

STEP 3

Arranging and attending viewings

So you’ve finally come across a few properties that show great potential as your new home, but how do you beat the competition out there? Flagstones always recommend that you request to book a viewing ASAP and, where possible, arrange early morning or lunch time viewings during work hours.

STEP 4

tenancy application

Once you’ve made an offer and it’s been accepted, the application process can begin. Credit checks will be conducted along with references requested, this will reassure the landlord and lettings agent that you are a suitable tenant for the property.

STEP 5

Moving in

Move in date is here! In most cases, an inventory clerk will attend the property beforehand to report on the overall condition (landlord/agent will refer to this report upon you leaving the property) All parties will need to sign the tenancy agreement, up front rent will be requested as well as your deposit of which once received will be placed within the Deposit Protection Scheme.

About New Homes at Flagstones

Since 2022, Flagstones has been at the forefront of launching some of London’s most captivating new build developments and refurbished homes. Our expertise in strategic marketing, pricing, and successfully closing sales within predetermined timelines has consistently exceeded expectations. Looking ahead, we are excited about future projects and invite you to join our priority list for exclusive updates and opportunities. Our services extend to developers and landowners from initial consultancy to project completion. We provide strategic advice and insights at every stage, aiming to create developments that positively influence the market. For our prospective buyers, we offer in-depth knowledge of each property’s design features, enhancing their understanding of the lifestyle each home offers.
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With our extensive knowledge of the London commercial property market, we support clients in all professional property matters from acquisition and disposals to management and advice.

Our Team Specialises In

We support our clients at all stages of the buying and selling process:

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