Internal Complaints Handling Procedures

Here at Bishop Sullivan we pride ourselves on the level of customer service that we provide. In the event that you feel dissatisfied with our service and wish to make a complaint, you will need to follow our Complaints Handling Procedure (CHP), details of which can be found below.

Membership Details

Bishop Sullivan is a member of The Property Ombudsman Scheme (TPOS) and Propertymark. By belonging to these organisations, we are required to follow strict professional standards.

Stage One:      Administration Manager

We would request that you initially make your complaint in writing to the Administration Manager in charge of the section of our company to which the issue arose. Upon receipt of your complaint he/she will assess your submission and will respond within three working days of receiving your written complaint.

Contact details:

Address:          Bishop Sullivan, Office 280, Regency House, 91 Western Road, Brighton, East Sussex. BN1 2NW

Email:              lettings@bishopsullivan.co.uk

Telephone:      01273 646 426

We aim to resolve all complaints during this initial stage. However, if you are still dissatisfied, you will need to progress your complaint through the following process.

Stage Two:     Director

Should you feel we have not satisfactorily dealt with the matter; you may address your complaint to the Director. This must be done within 28 days of the letter from the Administration Manager. Your correspondence will be acknowledged within three working days and he/she will issue a Final Viewpoint letter within a further 10 working days.

Contact details:

Address:          Bishop Sullivan, Office 280, Regency House, 91 Western Road, Brighton, East Sussex. BN1 2NW

Email:              To be confirmed to the complainant once a complaint procedure has been entered into

Telephone:      01273 646 426

Stage Three:   The Property Ombudsman Scheme:

Upon receipt of our Final Viewpoint letter, in the event that you remain dissatisfied, you may contact the Ombudsman within 12 months of the Final Viewpoint.

The contact details for The Property Ombudsman Scheme are as follows:

Email:              admin@tpos.co.uk

Website:             www.tpos.co.uk

Address:             TPOS Complaints, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

Telephone:         01722 333 306

Stage Four:     Propertymark

Once the Ombudsman has concluded his investigation you may forward your complaint to

Propertymark which is the regulatory function of the NAEA, ARLA, and NAVA.

You will need to submit your complaint to Propertymark within six months of the Ombudsman’s final review. You should include a copy of the Ombudsman’s review a copy of your signed acceptance/rejection letter and any other supporting documentation which you feel will assist the assessment of your complaint.

The contact details for Propertymark are:

Email:               complaints@propertymark.co.uk

Website:           www.propertymark.co.uk

Address:           Propertymark, Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG