QuickNest Properties Ltd
Complaints Procedure
QuickNest Properties is committed to providing a professional, transparent, and fair service to all our customers. We value your feedback and take any concerns seriously, as it helps us improve and resolve issues promptly.
We are proud members of The Property Ombudsman (TPO) and fully comply with their Code of Practice for Residential Property Buying Companies. This membership demonstrates our commitment to the highest standards of fairness, transparent complaints handling, and consumer protection in all our dealings. As TPO members, we are entitled to display the official TPO logo and adhere strictly to the mandatory obligations set out in the Code, which promotes best practice for companies that purchase residential property directly from homeowners.
We will make reasonable adjustments where appropriate for anyone who may be disadvantaged (e.g., due to disability, age, infirmity, language barriers, bereavement, or other circumstances).This ensures you can have confidence in our professional and ethical approach throughout the property buying process.
For more details on the Code, visit the official TPO website at www.tpos.co.uk.
Complaints Procedure
We aim to resolve complaints quickly and amicably.
Our procedure follows these stages and timescales:
Acknowledgement
We will acknowledge receipt of your written complaint within 3 working days. We will confirm we are investigating and provide details of the next steps.
Initial Response and Investigation
We will provide a written response starting our investigation within 15 working days of acknowledging your complaint. A senior member of staff (or someone not directly involved in the matter) will investigate fully, reviewing all relevant details and contacting you if more information is needed.
Final Viewpoint
We aim to complete the investigation and issue our final viewpoint letterwithin a further 15 working days (or sooner where possible). This letter will set out our final position on your complaint, including any proposed resolution (such as a goodwill offer, apology, or corrective action).
The entire in-house process will not exceed 8 weeks from receipt of your written complaint.If we need more time due to complex issues, we will explain this in writing and agree an extended timeframe with you.
If we have not addressed your complaint within 8 weeks, or if you remain dissatisfied after our final viewpoint, you can refer your complaint to: The Property Ombudsman Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP Tel: 01722 333306 Website: www.tpos.co.uk Email: admin@tpos.co.uk
Our procedure follows these stages and timescales:
Acknowledgement
We will acknowledge receipt of your written complaint within 3 working days. We will confirm we are investigating and provide details of the next steps.
Initial Response and Investigation
We will provide a written response starting our investigation within 15 working days of acknowledging your complaint. A senior member of staff (or someone not directly involved in the matter) will investigate fully, reviewing all relevant details and contacting you if more information is needed.
Final Viewpoint
We aim to complete the investigation and issue our final viewpoint letterwithin a further 15 working days (or sooner where possible). This letter will set out our final position on your complaint, including any proposed resolution (such as a goodwill offer, apology, or corrective action).
The entire in-house process will not exceed 8 weeks from receipt of your written complaint.If we need more time due to complex issues, we will explain this in writing and agree an extended timeframe with you.
If we have not addressed your complaint within 8 weeks, or if you remain dissatisfied after our final viewpoint, you can refer your complaint to: The Property Ombudsman Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP Tel: 01722 333306 Website: www.tpos.co.uk Email: admin@tpos.co.uk
Submit A Complaint
You can submit your complaint easily using the form below on this page. This is the preferred and most straightforward method.
Alternativity, please email:
We will acknowledge receipt of your written complaint within 3 working days. We will confirm we are investigating and provide details of the next steps.
Thank you! Your complaint has been received.
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