We are committed to providing a high-quality service to all our clients & customers. Our aim is to
achieve the highest level of customer satisfaction possible. In the unlikely event that you are dissatisfied with any aspect of our service, please let us know and we will endeavour to resolve the issue as quickly as possible.
Let us know if you are unhappy about:
o A decision we have made;
o Any aspect of our work; or
o A member of our staff providing incorrect information or treated you unprofessionally.
Dealing with your complaint immediately
Our aim is to resolve complaints on the spot, so please make your complaint directly to Dean
Reeves who will make best efforts to resolve the matter for you.
If you are not happy with the response to your complaint or you wish to make a formal complaint
immediately, please send your complaint marked for the attention of Mr D Reeves, Managing
Director, at OneAgency, 9 & 10 Ridgehouse Drive, Festival Park, Stoke on Trent ST1 5SJ, in writing, as soon as possible.
Notwithstanding, that we may be able to resolve your complaint very quickly, we will always
provide a written acknowledgement of your complaint, within 3 days of receipt.
We will deal with your complaint confidentially and quickly. In all cases your complaint will not be considered or investigated by anyone directly involved. We will attempt to provide a formal
response within 15 days. If this is not possible, for any reason we will advise of the reasons and
agree a deadline with you for our response.
Our response will be in writing for you to consider. Should there be good reasons for you not
accepting our response please let us know the reasons and the matter will be looked at again. We will then provide you with a final response.
Should you not be satisfied with the final response you will be able to make a complaint to The
Property Ombudsman. There are restrictions on the type of complaint the Ombudsman can
consider. These are all outlined within TPO leaflets available at our office, or from www.tpos.co.uk
OneAgency, 9 & 10 Ridgehouse Drive, Festival Park, Stoke on Trent, Staffordshire, ST1 5SJ