Complaints & Compliments
Feedback is incredibly important to us. If we have done a great job – or if your experience was not been up to scratch – we are eager to know more.
HOP is a member of both ARLA and the Property Ombudsman. As a licenced member of ARLA, the Association of Residential Letting Agents, and the Property Ombudsman for Lettings, HOP adheres to best practice governing the way we operate and carry out our Business.
HOP operates using best practice, and ensure that all of our staff are fully trained and fully aware of their legal responsibilities.
Our staff will maintain professional and appropriate contact with our customers and are trained to deal with day to day operational complaints and enquiries.
However, if you would like to make a formal complaint due to unacceptable work or conduct, then we have set out the formal complaint procedure below, to ensure that your interests are safeguarded.
HOP Customer Complaints Handling Procedure
Our employees are fully trained to deal with day to day operational complaints and enquiries. However, if you would like to make a formal complaint due to unacceptable work or conduct, we have set out the below procedure to ensure that your interests are safeguarded.
- If you believe you have a grievance, please ask us for the attention of ‘The Branch Manager with reference ‘FORMAL COMPLAINT’ by filling out our complaints form. We ask that you put your complaint in writing, setting out your concerns by reference to any related documents.
- The grievance will be acknowledged within 3 working days and then investigated thoroughly in accordance with our complaint handling procedures. A formal written outcome of the complaint will be sent to you within 10 days of receipt of your initial letter and you will be invited to make any comments that you may have in relation to this response. If for any reason, we require longer than this timescale to fully investigate the matter, we will advise you in writing and confirm our revised response date.
- If you remain dissatisfied with the result of the internal investigation, the next step is to resubmit the complaint form, including a line for the attention of ‘The Director’ with reference ‘FINAL FORMAL COMPLAINT’ . Following the conclusion of our in-house review we will write to you with a final written statement.
- If you remain dissatisfied with the conclusion of the in-house review of the complaint, you can refer the matter to the Property Ombudsman. Please write to the Property Ombudsman using the address below. The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.