At Barrows & Forrester Property Group we always aim to provide the best possible professional service and constantly value the opinions of our clients and customers. If you feel that we have fallen short of this standard and you wish to complain in line with The Property Redress Scheme our complaint procedure is outlined below: We ask that you first contact the person who has been your contact and explain that you are dissatisfied with an aspect of the service you have received. If the matter is unable to be resolved, please follow the following procedure:

1. In the first instance you should write to the Manager/Director of the office you have had dealing with, giving full details of your complaint. Once they have received your complaint, they will acknowledge receipt within 3 working days. An investigation will then be undertaken, and you will receive a response to your complaint within 15 working days.
2. If you are not satisfied with the response given by the Manager/Director, or the matter remains unresolved, you can escalate your complaint to the Managing Director for our company final viewpoint. You can email them via
   jf@barrowsandforrester.co.uk or write to them at the following address:

James Forrester
Managing Director
Barrows & Forrester Property Group
19 Kenyon Forge
Kenyon Street
Birmingham
West Midlands
B18 6DH To resolve your complaint, we would ask that you include the following information and evidence, if applicable:

1. An outline of your complaint explaining why you feel that we have fallen short of our professional service
2. What you would like us to do to resolve it
3. Any specific details that you feel would assist us with resolving your complaint. Including, but not limited to:

a. Names of the advisers you have spoken to in connection with the complaint and the branch name in connection with the complaint
b. Time(s) and Date(s) of the incidence(s)
c. Telephone number(s) and or Address(es) you have used to contact us and any written correspondence in connection with your complaint
d. Any other document in support of your complaint

On receipt of a complaint, we will investigate the issue(s) you have raised on your complaint fully and respond to you accordingly.

If we are unable to resolve the matter within the 15 working days as stated above, we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received. After our final written response, we may deem the complaint closed. If we deem the matter closed, then we reserve the right not to enter into any further correspondence. We are members of the Property Redress Scheme. If you remain unhappy with the response received from us and have exhausted our complaints procedure, you can contact The Property Ombudsman (TPO) to ask them to investigate your complaint. In order to take your complaint to The Property Ombudsman you must first have carried out the following:

• Made an official complaint to us, in writing.
• You have waited 8 weeks for your complaint to have been resolved by us in writing.
• It is still within 12 months from our last communication with you regarding this complaint

The Property Ombudsman is a government approved Redress Scheme who resolves complaints between Members and their consumers. The complainant must have exhausted the Member’s internal complaints procedure and remain dissatisfied with the Member’s response. The Property Ombudsman is free to use for the complainant and further information and guidance on how to resolve complaints is available via their website www.theprs.co.uk In order to make a complaint, please contact The Property Ombudsman directly or alternatively, visit their website and fill out a Complaints Form. The Property Redress Scheme contact details are as follows:

The Property Ombudsman Milford House
43-55 Milford Street Salisbury
SP1 2BP

Telephone: 01722 333306
Email: Admin@tpos.co.uk
Website: www.tpos.co.uk