Cross Keys Estates Complaints Procedure

If you should wish to register a complaint against the company or any individual representing the company, you should in the first instance contact:

Craig McMillan Duncan, Compliance Director, Cross Keys Estate Agents Ltd, Cross Keys House, 51-53 Devonport Road, Stoke, Plymouth PL3 4DL

Email : craig@crosskeysestates.net

Cross Keys Estate Agent Limited’s in-house complaints procedure is as follows:

• A written complaint will be acknowledged by Cross Keys Estates in writing within 3 working days.
• A formal written outcome of the company investigation will be issued to the complainant within 15 days. This outcome of this investigation will be deemed final.
• If you cannot settle your complaint with us, you are entitled to refer it to The Property Ombudsman. This complaint must be made within 12 months of the date of the agents’ final written response. Our membership number of the scheme is D00723

The contact details for The Property Ombudsman are as follows:

Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP
Tel: 01722 333 306

The Agent is a member of TPOS (“The Property Ombudsman Scheme”) and follows the TPOS Code of Practice. The Client agrees that the Agent may give information about the sale of the Client’s property to the Ombudsman, if the Client has registered a complaint and he asks for that information. The Client also agrees that the Agent may give the Client’s contact details to TPOS (if they ask for it) to help them monitor how the Agent is following the Code of Practice.

A copy of the Code of Practice and the Consumer Guide is available from www.tpos.co.uk