Our Complaints Procedure
Match Property prides itself on the level of its customer service. However, occasionally things do go wrong, and you may need to complain. Please see our internal complaints procedure below which will take no longer than 8 weeks to complete.
Information for Customers
Match Property is a member of The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Procedure in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.
Making a complaint
Stage One – Branch Manager
All complaints should, in the first instance, be directed to the Manager of the Branch you have been dealing with. He or she will endeavour to resolve your complaint immediately.
Stage Two – Principal
If you remain dissatisfied, you may address your complaint in writing to the agency Principal. Your letter will be acknowledged within three working days of receipt and you will be provided with a final viewpoint written response on behalf of the Company within 15 working days of receipt of your letter.
The address to write to is:
Mr Nic Chbat – Principal
Match Property
3 Paiges Lane
Barnstaple
EX31 1EF
Stage Four – The Property Ombudsman
The Property Ombudsman, Milford House, 43-45 Milford Street Salisbury, Wiltshire, SP1 2BP Telephone: 01722 335 458
After you have received a response from the Principal, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman Consumer Guide or online at http://www.tpos.co.uk
Please note that you must do so within 12 months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.
The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.