To ensure our customers are properly safeguarded, we operate a formal complaints procedure. Our complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible.

If you have a problem relating to Maguire Baylis Estate Agents, we would first ask that you make our office staff aware by discussing it directly with them. If the issue cannot be resolved then we would as that you please follow the following guidelines:

STEP 1

Office manager

If the office staff are unable to deal with your complaint to your satisfaction, we ask that you put a formal complaint in writing, via email, to the office manager of Maguire Baylis – Tina Baylis. Tina’s email address is tina@maguirebaylis.com. Your complaint will be acknowledged within 3 working days. Tina will conduct a full and thorough investigation and a written response will be sent within 15 working days.

STEP 2

Director

If your complaint has not been answered to your satisfaction, then we ask that you contact our director Neil Maguire. This must be done within 28 days of receiving the office manager’s response. Neil’s email address is neil@maguirebaylis.com. Your complaint will be acknowledged within 3 working days. Neil will conduct a further investigation and our Final Viewpoint into the matter will be sent within 15 working days.

STEP 3

Independent redress

Upon receipt of our Final Viewpoint, in the event that you are remain dissatisfied then you may refer the matter to the Property Ombudsman. Any referral to the Property Ombudsman must be made within 12 months of the date of our final response and will not be considered until the Ombudsman are satisfied that our complaints procedure has been exhausted.

By referring your complaints to the Property Ombudsman, you agree to Maguire Baylis passing any relevant data and information to the Property Ombudsman for the purpose of reviewing and mediating in respect of your complaint.

Maguire Baylis will co-operate with any investigations by the Property Ombudsman being conducted in accordance with the Property Ombudsman ‘s Terms of Reference. Maguire Baylis will comply with any award made by the Property Ombudsman.

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 contact details are as follows:

Tel No: 01722 333 306
Email: admin@tpos.co.uk
Website:www.tpos.co.uk

Please be aware that you have up to 12 months from the date of the Final Viewpoint letter to refer your complaint to the Ombudsman in writing.