How Do I Report a Complaint?
The first thing you need to do is contact us and let us know what part of our service you are unhappy with. You can report your concerns to us by phone, in writing by post, or you can send us an email.
We will aim to resolve any issues immediately, however if this is not possible then your concerns will be escalated to a manager who will investigate the matter.
Contact Details
Jonathan Davies
3 Buckingham Close, Lisvane
Cardiff, CF14 0EY
What Happens Next?
When we receive your complaint, we will:
Written Acknowledgement
Within three working days, outlining who is responsible for investigating the issues raised.
Investigation
We'll collate as much information as possible and liaise with the various departments involved to establish all the facts.
Detailed Response
Within fifteen working days, informing you of the outcome and asking if the suggested resolution is satisfactory.
All complaints are kept confidential and will be dealt with in a fair and unbiased way. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.
Still Not Happy?
After receiving our response, if you feel your complaint has not been fully addressed, please let us know and we will aim to resolve the matter for you. Your concerns will be acknowledged within three working days and passed to a more senior member of staff.
Independent Redress Scheme
If you are still not satisfied with the outcome, you can contact our independent redress scheme - The Property Ombudsman.
The Property Ombudsman
Milford House, 43-55 Milford Street
Salisbury, Wiltshire, SP1 2BP
Phone: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
You must refer your complaint to the redress scheme within 12 months of our final correspondence.
Contact Propertymark
We are members of Propertymark. If you feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark.
Phone: 01926 496 791
Email: complaints@propertymark.co.uk
Website: propertymark.co.uk/professional-standards/complaints
Propertymark investigate complaints where there is evidence an agent has breached their Conduct and Membership Rules.
Insurance Complaints
If you have a complaint relating to insurance, these will be dealt with separately to ensure we are complying with regulation rules. Any insurance-related matters will be acknowledged within five working days.
Please allow up to eight weeks for us to issue a final response. Following our final response, if you are unhappy with the outcome, you can refer the matter to the Financial Ombudsman Service:
Financial Ombudsman Service
Exchange Tower, Harbour Exchange Square
London, E14 9SR
Phone: 08000 234 567
Email: complaint.info@financial-ombudsman.org.uk
Website: financialombudsman.org.uk
Note: You will need to have followed our complaints procedure first, and then passed the matter to the Ombudsman within six months of receiving our final response.
Nest Homes & Interiors is registered in England and Wales under company number 08955619.
Registered Office: 3 Buckingham Close, Lisvane, Cardiff, CF14 0EY