Internal Complaints Handling Procedure
Residential Sales | Lettings | Property Management
Our commitment
At The Address Club, we are committed to providing a professional, transparent and attentive service to our clients and customers.
We recognise that occasionally, concerns may arise and are committed to addressing them fairly, promptly and with appropriate consideration.
Our complaints procedure is designed to provide a clear and accessible means of raising concerns and seeking resolution. We handle complaints in accordance with our obligations as a member of The Property Ombudsman (TPO), applicable legislation and relevant professional standards.
1. Making a complaint
If you are dissatisfied with any aspect of our service, we encourage you to contact us so that we have an opportunity to consider and address your concerns.
Complaints should preferably be submitted in writing to:
The Director — Complaints Handling
The Address Club Ltd
The Polygon
2 Stamford Road
Bowdon
WA14 2JU
Email: [email protected]
Telephone: 0161 401 0149
Please provide a summary of your concerns, the property or transaction involved, relevant dates and supporting information, together with the resolution you are seeking.
Complaints may also be raised verbally. We will record all complaints received and, where appropriate, assist in confirming the details in writing.
We will make reasonable adjustments where necessary to ensure our procedure remains accessible.
2. Acknowledgement
We will acknowledge receipt of a written complaint within three working days.
Our acknowledgement will confirm that the matter has been registered for investigation and explain the next steps.
3. Initial investigation
Your complaint will be reviewed by the Director or an appropriately appointed senior representative.
We will consider the relevant circumstances and available evidence, which may include contractual documentation, correspondence, transaction records, instructions and applicable professional obligations.
We will provide a written response within 15 working days of receiving your written complaint.
Our response will explain our findings and, where appropriate, any proposed resolution or corrective action.
We will consider each complaint objectively. The receipt or investigation of a complaint does not, in itself, constitute an admission of liability or wrongdoing.
4. Further review
If you remain dissatisfied with our initial response, you may request a further review, explaining which matters you consider unresolved.
Where practicable, this review will be undertaken by a senior representative who was not directly involved in the original matter or initial investigation.
Where an independent internal reviewer is not available, we will make appropriate alternative arrangements to ensure a fair and objective review.
We will provide our final written response within 15 working days of receiving your request for further review.
Our final response will set out our conclusions, address the matters raised and confirm whether any further action is proposed.
The full internal complaints procedure will be completed within eight weeks of receipt of the written complaint.
5. Referral to The Property Ombudsman
If you remain dissatisfied after receiving our final written response, you may refer your complaint to The Property Ombudsman for independent consideration.
You may also approach TPO if eight weeks have elapsed since your written complaint and our internal procedure has not concluded.
The Property Ombudsman provides an independent and impartial dispute resolution service for consumers of registered property businesses.
The Property Ombudsman
33 The Clarendon Centre
Salisbury Business Park
Dairy Meadow Lane
Salisbury
Wiltshire
SP1 2TJ
Website: www.tpos.co.uk
Complaints referred to TPO must ordinarily be submitted within 12 months of our final written response, subject to the Ombudsman’s eligibility requirements and Terms of Reference.
The Ombudsman will determine whether a complaint falls within its jurisdiction.
6. Complaints involving legal proceedings
Where a complaint concerns matters that are also the subject of legal correspondence, threatened proceedings or ongoing litigation, we will consider the complaint in accordance with this procedure and take appropriate legal advice where necessary.
The existence of legal correspondence does not automatically prevent a complaint from being considered.
Where court proceedings have been commenced, or a matter has already been determined by a court, the availability of independent redress may be affected by the applicable rules of The Property Ombudsman.
Nothing in this procedure limits either party’s legal rights or remedies.
7. Fees, contractual obligations and disputed charges
Where a complaint concerns agency fees, commission, charges or contractual obligations, we will review the relevant agreement, the services provided and the circumstances giving rise to the dispute.
Any request for a refund or adjustment will be considered on its individual merits, taking account of applicable contractual terms, legislation and professional obligations.
Submitting a complaint does not automatically establish entitlement to a refund or invalidate an otherwise lawful contractual obligation.
Any proposed resolution will be confirmed in writing.
8. Confidentiality and record keeping
All complaints will be handled professionally and with appropriate confidentiality.
We will maintain accurate records of complaints, relevant correspondence, investigations, decisions and outcomes, in accordance with applicable data protection legislation and our record-retention obligations.
Information will be shared only where reasonably necessary for investigating the complaint, obtaining professional advice, complying with legal obligations or cooperating with an authorised redress or regulatory body.
9. Professional standards and regulatory compliance
The Address Club is committed to complying with applicable consumer protection legislation, relevant Trading Standards requirements, The Property Ombudsman’s membership obligations and Codes of Practice, and relevant NRLA professional standards where applicable.
Our complaints procedure is available upon request and through our published business information.
We review this procedure periodically to ensure it remains appropriate and reflects changes in applicable legislation, regulatory requirements and professional guidance.
The Address Club Ltd
The Polygon, 2 Stamford Road, Bowdon, WA14 2JU
T: 0161 401 0149
E: [email protected]
Professional. Discreet. Accountable.
Document owner: Director
Review date: December 2025
Next review: December 2026, or earlier following relevant regulatory changes.
