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I have logged an official complaint with the EA who sold my deceased mothers property.
This was investigated by them.
They have written to me with a report attached that lays my complaint point by point and although they have acknowledged my points they have kind of skirted round them, not really addressed them iyswim.
The above and just concludes with (paraphrasing) 'Im sorry you feel you didnt get the service you had hoped for but we didnt do anything wrong as you can see from the points above'.
So, they then went on to say if I wasnt happy with this then I can appeal and the contact details are.....exactly the same as the customer relations team that handled this complaint, so I responded back stating that now that I have complained to you, the agent, and the response I have had is unsatisfactory I will be taking this complaint to the ombudsman.
They have now responded with "Thank you for your email the contents of which are noted.
Although you are free to contact the Property Ombudsman at any point, they will expect to see that our internal complaints procedure has been exhausted and a final response has been issued. With this in mind I will pass this on to our Appeals team immediately, so as not to slow the process down"
Soooo hang on a minute, I have to go back to the same company in the same place and the same office before I can go to the ombudsman?
Seems a bit unnecessary to me tbh.
Also I have looked into the contract and there is no complaints procedure in there.
Has anyone ever done this before? What happened?
This was investigated by them.
They have written to me with a report attached that lays my complaint point by point and although they have acknowledged my points they have kind of skirted round them, not really addressed them iyswim.
The above and just concludes with (paraphrasing) 'Im sorry you feel you didnt get the service you had hoped for but we didnt do anything wrong as you can see from the points above'.
So, they then went on to say if I wasnt happy with this then I can appeal and the contact details are.....exactly the same as the customer relations team that handled this complaint, so I responded back stating that now that I have complained to you, the agent, and the response I have had is unsatisfactory I will be taking this complaint to the ombudsman.
They have now responded with "Thank you for your email the contents of which are noted.
Although you are free to contact the Property Ombudsman at any point, they will expect to see that our internal complaints procedure has been exhausted and a final response has been issued. With this in mind I will pass this on to our Appeals team immediately, so as not to slow the process down"
Soooo hang on a minute, I have to go back to the same company in the same place and the same office before I can go to the ombudsman?
Seems a bit unnecessary to me tbh.
Also I have looked into the contract and there is no complaints procedure in there.
Has anyone ever done this before? What happened?
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