Complaints | Fuchsia Homes

Complaints

Customer service is taken very seriously at Fuchsia Homes and in light of this we have a four stage complaints procedure in place. All our team members want to make your experience as brilliant as possible, but we understand that sometimes things go wrong. Should you wish to complain, we will endeavour to resolve the matter as quickly and as professionally as possible.

Stage 1: Branch

A person wishing to make a complaint should explain clearly what he or she is dissatisfied with. Wherever possible, complaints are dealt with quickly and informally. It is hoped the vast majority of complaints can be resolved at this stage. Any initial dissatisfaction can be brought to the attention of the Sales/Lettings Manager, either by visiting your local branch, by phone or via email. The Manager will do everything they can to resolve the matter as effectively as possible, involving the people who know you and your transaction best.

Stage 2: Formal Complaint

If you feel that your issues have not been dealt with or if you are is dissatisfied with the response to their initial complaint they can request that a complaint is dealt with formally. A formal complaint needs to be made in writing to Steven Andrea, Managing Director, preferably by email [email protected]. Please ensure that your complaint states what you want Fuchsia Homes to do. Your complaint will then be reviewed and Steven will then liaise with those involved to help resolve your concerns. Your complaint will be acknowledged within three working days and a response to your complaint provided within 15 working days after this. If this period is exceeded the customer will be informed as to why this is the case. Steven will add his support throughout your transaction, keeping you fully informed at various stages of your complaint. Should you have an other concerns whilst your complaint is being investigate, please feel free to get in touch with Steven.

Where appropriate, an apology will be given to the customer and it may be that a previous decision will be reviewed. The response to a formal complaint will deal with all issues which the customer has raised and set out what we propose to do to resolve the issues. If we do not hear from you within a further 6 weeks from the date of our response, we will assume the matter has been addressed and we will close our file.

Stage 3: Review & Appeal

You have the right to appeal following a review of our response, should you remain unhappy with the outcome. A separate review of the complaint by a different member of the team not directly involved with the original investigation will undertake an investigation. As previously mentioned, Your complaint will be acknowledged within three working days and a response to your complaint provided within 15 working days after this. If this period is exceeded the customer will be informed as to why this is the case. When we do respond, this will be our final decision and will provide details of our third party dispute resolution service provider should you still not be happy.

Stage 4: The Property Ombudsman

If you still remain unhappy with our final decision, you will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure before being submitted for an independent review. For more information please read the TPO’s Consumer Guide. You can contact the TPO at:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: 01722 333306
Website: www.tpos.co.uk
E-Mail: [email protected]

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