Our Complaints Procedure

Emmatt Rundle & Co. is a proud member of The Property Ombudsman scheme (TPO). We strive to provide the highest level of service to our customers, however if you do have a problem we have a simple complaints procedure in place. We always want to make sure that our customers are happy with our service and aim to resolve all customer issues or concerns as quickly and satisfactorily as we can ourselves.


STAGE 1 – IN BRANCH

 

If you first contact our office there may be a simple solution to your concerns. Please contact any member of the Emmatt Rundle team and they will try to resolve any issues.

 

STAGE 2 – SENIOR PARTNER

 

If you still feel like your concerns have not been resolved please contact our senior partner in writing. They will aim to contact you quickly and strive to resolve your problem within a maximum of 14 days. Please write to the Senior Partner at Emmatt Rundle & Co., 71 Front Street, Chester-le-Street, DH3 3BJ.

 

STAGE 3 – THE PROPERTY OMBUDSMAN

 

If you are dissatisfied with the outcome of your complaint after dealing with our staff members and Senior Partner you may approach The Property Ombudsman scheme. This must be sent in writing to: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.