Domus Residential is a member of The Property Ombudsman Scheme (TPOS). By belonging to this organisations, we are required to adhere to strict professional standards. If you have a problem or issue relating to Domus Residential then please discuss directly with one of our team in the first instance. We aim to deal with any problems sympathetically, fairly and quickly. If the matter is not resolved to your satisfaction then please follow the guidelines below
Stage One:
If our staff cannot resolve the matter then please lodge a complaint in writing to the Managing Director. The contact details are available on the website. The managing Director will acknowledge your correspondence within 3 working days, they will investigate the matter and you will receive a full response within 15 working days.
We aim to resolve all complaints during this initial stage. However, if you remain dissatisfied, you may escalate the matter to stage two.
Stage Two:
Upon receipt of our Final Viewpoint letter, in the event that you remain dissatisfied, you may contact the Property Ombudsman. Any referral to the Property Ombudsman must be made within 12 months of the date of our Final Viewpoint letter. The Ombudsman will not consider your complaint until our Complaints Procedure has been exhausted.
The contact details for The Property Ombudsman are as follows:
Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
Or post: TPOS Complaints, Milford House, 43-55 Milford Street Salisbury, Wiltshire SP1 2BP
By referring your complaints to the Property Ombudsman you agree to Domus Residential passing all such data to the Property Ombudsman and to them processing such data for the purpose of reviewing and mediating in respect of your complaint.
Domus Residential will co-operate with any investigations by the Property Ombudsman being conduced in accordance with the Property Ombudsman ‘s Terms of Reference. Domus Residential will comply with any award and/or direction made by the Property Ombudsman in respect of any grievance made. Please note that if you are liable for any outstanding fees and commissions there is an expectation that you should pay the fee, or any uncontested part of it on a “without prejudice” basis to avoid legal action being taken by Domus Residential to recover any such sum. This is consistent with the Property Ombudsman’s advice set out in “Guidance for Complainants”. This does not affect your rights to pursue your complaint in any way.