Introduction

1. If you are disappointed with the quality of service which you have received, or something has turned out badly, we advise you to raise a direct complaint as soon as possible highlighting all of your grievances. This internal complaints procedure gives us the chance to address every concern and in result achieve a successful outcome for all involved.
2. Your co-operation with our complaints procedure will permit us the chance to address your complaints and immediately fix these errors for the future.
3. If you wish to make an internal complaint, please send us your concerns in writing and address to:
   Thara Properties,
   254a Desborough Road,
   High Wycombe,
   Buckinghamshire,
   HP11 2RQ
4. Alternatively you can contact us via email at: contact@tharaproperties.co.uk

Next course of action:

1. An affirmation letter will be sent to confirm receipt of your grievance inside three working days (from receipt), and we will also include a copy of our complaints procedure.
2. We will investigate your objection by reviewing your documents and we will communicate with the member of staff who dealt with you.
3. We will send you a 'final account' of our investigation inside twenty working days from date which we sent you our affirmation letter.
4. If after receiving our 'final account' letter, you conclude that we have not tended to your complaint completely or you actually feel disappointed with our response, we demand that you write to us once more (highlighting all your concerns) and we will then lead another separate review, by a more senior member of staff
5. When this senior investigation has been closed, we will again write to you inside twenty working days from date we received your request for second audit, specifying our revised final response to your grievance
6. If after investigating our revised final response to your objection, you remain unsatisfied with the outcome, you can email / phone The Property Ombudsman.
   The Property Ombudsman
   admin@tpos.co.uk
   01722333306

Before contacting The Property Ombudsman please make sure of the following

1. The company is a member of The Property Ombudsman
2. You have already written a complaint to the company and have waited 8 weeks for a response
3. If you have already made a formal complaint to the company and are dissatisfied with the outcome or if you received a response after 8 weeks