Complaints Handling
Customer service is taken very seriously at Paul Simon Seaton Commercial, and in light of this we have a four-stage complaints procedure in place.
Stage 1 – Speak to Your Negotiator
In order that your concerns are addressed quickly and efficiently, we ask that you first raise the issues verbally with your negotiator. Wherever possible, complaints are dealt with quickly and informally at this stage. It is hoped that the vast majority of complaints can be resolved.
Stage 2 – Submit Your Complaint in Writing
Please put your complaint in writing or email it, initially directed to your negotiator.
A response to a complaint at this stage will be made as soon as possible, and in any event within 10 working days.
Stage 3 – Formal Complaint to the Managing Director
If a customer remains dissatisfied with the response to Stages 1 and 2, they can submit a formal complaint in writing to the Managing Director of the firm.
The Managing Director will then liaise with those relevant to help resolve your concern. Where appropriate, an apology will be given to the customer, and a written response will be provided within 20 working days. If this period is exceeded, the customer will be informed as to why this is the case.
Mr Nicholas Seaton
Email: nicholas@psscommercial.com
Magic House, 5–11 Green Lanes, London N13 4TN
Stage 4 – The Property Ombudsman
If, after this stage, the customer is still not satisfied, they can complain to The Property Ombudsman at:
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP