COMPLAINTS

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This helps us to resolve the matter and improve our standards.

Where appropriate, we will make reasonable adjustments for consumers who may be disadvantaged because of factors such as age, infirmity, disability, lack of knowledge, linguistic or numeracy difficulties, economic circumstances, bereavement, or where English is not their first language.

If you have a complaint, please put it in writing and include as much detail as possible. We will respond in accordance with the timeframes set out below.

What will happen next?

We will send you written acknowledgement of receipt of your complaint within three working days, together with a copy of this complaints procedure.

We will then investigate your complaint. This will normally be handled by an appropriate senior member of our team, who will review the circumstances of your complaint and, where appropriate, speak to the member of staff who dealt with you.

A formal written outcome of our investigation will be sent to you within 15 working days of receiving your original complaint.

If you are still not satisfied, you should contact us again and request a further review. We will arrange for the matter to be reviewed separately by a senior member of staff.

We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied following our internal complaints procedure, or the applicable period for completing our internal complaints procedure has elapsed, you may be entitled to refer your complaint to the independent redress scheme applicable to the service you received.

Independent Redress

Residential Sales

Residential sales services provided by ASOF Properties Limited (t/a Location Real Estate) are covered by The Property Ombudsman (TPO).

If you remain dissatisfied after receiving our final viewpoint, or if more than eight weeks have passed since you first made your complaint and the matter has not been resolved, you may refer your complaint to The Property Ombudsman for an independent review.

The Property Ombudsman

Milford House

43–55 Milford Street

Salisbury

Wiltshire

SP1 2BP

Telephone: 01722 333306

Email: admin@tpos.co.uk

Website: tpos.co.uk

You will normally need to submit your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint and provide any evidence you wish them to consider.

The Property Ombudsman requires consumers to give businesses the opportunity to resolve complaints through their in-house complaints procedure before referring the matter for independent review.

Residential Lettings

Residential lettings services provided by ASOF Real Estate Lettings Limited (t/a Location Real Estate) are covered by the Property Redress Scheme (PRS).

If your complaint relates to our residential lettings services and you remain dissatisfied following completion of our internal complaints procedure, you may be entitled to refer your complaint to the Property Redress Scheme for an independent review.

Property Redress Scheme

Premiere House

1st Floor

Elstree Way

Borehamwood

WD6 1JH

Telephone: 0333 321 9418

Email: info@theprs.co.uk

Website: theprs.co.uk

Please refer to the Property Redress Scheme’s current complaints guidance for the applicable referral requirements and time limits.

Contact Us

Complaints should initially be sent to:

Location Real Estate

55 Godwin Court

Swindon

SN1 4BB

Email: info@locationrealestate.co.uk

Telephone: 01793 387121

Our Companies

Location Real Estate is a trading name used by ASOF Properties Limited for residential sales and ASOF Real Estate Lettings Limited for residential lettings.

Both companies are registered in England and Wales and have their registered office at:

55 Godwin Court

Swindon

SN1 4BB