Indlu Limited is a member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded and to make sure we put mistakes right, we have the following complaints process.
The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases issues can be resolved quickly and amicably to customers' satisfaction by our branch colleagues.
Every effort is made to ensure that the service provided by Indlu Estate Agents is of the highest standard, and compliant with The Property Ombudsman. If you feel we have not satisfied these requirements, then we (Indlu Limited) will follow the procedure detailed here to try and ensure your query is fully resolved.
If we are unable to resolve your query to your satisfaction this document also explains the process to apply to a third party adjudicator, The Property Ombudsman.
Your written complaint will be acknowledged and where appropriate, contact will be made within 72 hours (3 working days excluding weekends) by the Branch Manager in the form of an acknowledgement letter to the address stated as your main residence. We will also ensure that you receive in the post details of the procedure to refer the complaint to The Property Ombudsman if so required.
Depending on the nature of the complaint a full investigation will be arranged within the areas where Indlu Limited has provided a service.
Indlu Limited will respond in writing within 14 working days to the registered correspondence address of the progress of the complaint and our findings. Should we feel that dealing with the complaint would take longer than 14 working days, this will be advised in the letter. We would expect to respond no later than 14 working days from the date of the initial letter from you.
There may be exceptional circumstances where we are unable to respond within 14 working days, but we will keep you fully informed of progress either through telephone, e-mail or letter, you will receive a response at the very latest within eight weeks.
The final decision will be sent to you in an e-mail or letter to the registered address, as appropriate.
If you are not satisfied with the final outcome, you may refer the complaint to The Property Ombudsman Adjudication Scheme. Consumers should be aware that they have 12 months to refer a complaint to The Property Ombudsman, and contact details are below.
We will cooperate fully with the independent adjudicator during the resolution investigation and comply with any decision.
Tameside Business Park,
The Property Ombudsman
43-55 Milford Street,
Telephone 01722 333306