Complaints

Residential Sales

For the sale and purchase of residential property we are members of The Property Ombudsman Service (TPOS). www.tpos.co.uk

We can help

Tell us what part of our service or procedure you are unhappy about and what you would like us to do to resolve the matter. You can do this by writing to:-

Residential Compliance Department
Sage & Co Estate Agents Ltd,
Lakeside House
Llantarnam Park Way
Cwmbran
NP44 3GW

Alternatively you may forward details of your dissatisfaction by email to: cwmbran@sageandco.co.uk. If you prefer you may telephone on 01633 838888 or visit your nearest Sage & Co Estate Agents Ltd branch.

Putting your complaint in writing helps us to ensure we have understood all your issues and concerns, which in turn ensures we investigate them fully and fairly. Regardless of how we receive your complaint we will acknowledge receipt in writing within three working days.

Residential Lettings Complaint

Tell us what part of our service or procedure you are unhappy about and what you would like us to do to resolve the matter. You can do this by writing to:-

Lettings Complaints Department
Sage & Co Estate Agents Ltd
Lakeside House
Llantarnam Park Way
Cwmbran
NP44 3GW

If you prefer you may telephone on 01633 838888 or visit your nearest Sage & Co Estate Agents branch Alternatively you may forward full details of your dissatisfaction by email to cwmbran@sageandco.co.uk.

In the event that our internal complaints handling procedures have been exhausted without resolution being achieved, you should note that the appropriate Alternative Dispute Resolution entity for both Residential Sales and Lettings complaints is;

The Property Ombudsman
Milford house
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Telephone: 01722 333306
Email: admin@tpos.co.uk
www.tpos.co.uk

What happens next?

If you find you are unhappy with our final response, you have the option to refer the matter to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service details are as follows:

The Financial Ombudsman Service
Exchange Tower, Harbour Exchange Square, London E14 9SR
0800 023 4567
www.financial-ombudsman.org.uk

Please note: You should refer your complaint to the Ombudsman within 6 months of the date of our final response. You will also need to complete our internal complaints procedure, before you raise your concerns with the Ombudsman.

Under EU regulation, from 15 February 2016, for products and services bought online you have the right to refer any complaint to the Online Dispute Resolution platform (ODR) (You are about to leave the website of Sage & Co Estate Agents and view the content of an external website. Sage & Co Estate Agents cannot be held responsible for the content of external websites) who can put you in touch with the right body to help resolve your complaint. The ODR will still refer you to the Financial Ombudsman Service as the alternative dispute resolution body. The Financial Ombudsman Service will refer you back to our complaints process unless you’ve already been through this. So you might prefer to go straight to the Financial Ombudsman Service after you’ve been through our complaints process. If you decide to use the ODR platform, when you complete the form online please include the following e-mail address as our contact point: cwmbran@sageandco.co.uk

The company welcomes constructive feedback from customers as a way of continually improving its service.

Links

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