Testimonials

"We have used Scott Bates and Coles for a number of years now and are delighted with their service. They are approachable, honest and great value for money. We have used many other letting agents in the past but none provide the level of service we have received from SBC. We feel lucky to have found them and are happy to recommend them. Trust is earned and we trust them implicitly to manage our property."

"I would highly recommend SBC Homes to people who need an excellent letting agent. They provide a fantastic service that I cannot fault at all. I have found them to be professional, helpful, reliable and a pleasure to work with. James and Robyn are very knowledgeable within the letting business and found me a tenant for my property quickly. Working with them has been a really positive experience and I am extremely happy with the service provided."

"As both a tenant and Landlord we could not have asked for a more efficient service. Scott Bates and Coles have a thorough knowledge of lettings regulations and the market, completely reassuring for a first-time Landlord." 

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 3 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

33 The Clarendon Centre

Salisbury Business Park

                                                                                                                         Dairy Meadow Lane                                                           

Salisbury

SP1 2TJ

admin@tpos.co.uk

01722 333 306

www.tpos.co.uk

www.tpos.co.uk/consumers/make-a-complaint

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 complaint procedure, before being submitted for an independent review.