Complaints Policy

Our Complaints Policy

Whilst we hope no occasion for complaint will arise on your part during the time this agreement is in place, we would like to hear from you if you feel we have not provided the high quality service we strive for at all times. We would be grateful if you could make your complaint in writing or by email wherever possible.

Our Complaints Procedure

We will aim to deal with formal complaints in the following way and according to the following timescales:

If you have a complaint, that you have been unable to resolve to your satisfaction with your main contact at Russell Simpson in the first instance, you may raise your complaint directly with Alan Russell.

If the complaint cannot be dealt with there and then, we will, within 3 working days, acknowledge it in writing (which may be by e-mail) and enclose a copy of this Complaints Procedure. We may ask you to clarify your complaint or explain it in more detail.

Also within 3 working days of receiving your complaint or your clarification or further explanation of it, we will start to investigate your complaint. We may suggest a meeting with you.

Our investigation will usually involve:

– reviewing your complaint;

– reviewing your file(s) and other relevant documentation; and

– speaking with the person(s) who dealt with your matter.

We will aim to complete our investigation and respond in writing to your complaint within 15 working days of the date of our letter of acknowledgement. This may include suggestions for resolving the matter. If we need longer to complete our investigation and respond to your complaint, we will contact you again within this timescale to explain the position. 

If you are not satisfied with our substantive response, you may pursue your complaint further with us. We will aim to carry out this further review and write to you with our further response within 15 working days (or explain the position to you, if this timescale cannot be met).

The Property Ombudsman and the Association of Residential Letting Agents (ARLA)

Russell Simpson is a member of The Property Ombudsman (TPO) and the Association of Residential Letting Agents (ARLA) and therefore endeavours to comply with TPO and ARLA’s Codes of Practice. We can provide copies of these Codes on request or they are directly available from the organisations’ websites. 

If you are not satisfied with our further response, complaints can be referred to TPO and/or ARLA within twelve months of receiving our final written viewpoint. Further information as to their procedures can be obtained by contacting them directly at: 

The Property Ombudsman Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP www.tpos.co.uk / Tel: 01722 333 306

Association of Residential Letting Agents National Federation of Property Professionals Arbon House, 6 Tournament Drive, Edgehill Drive, Warwick, CV34 6LG www.arla.co.uk / Tel: 0845 250 6009