Complaints Procedure

We welcome & encourage customer feedback as it allows us to grow and learn. Communication is paramount, so if you are dissatisfied with the service you have received, we want to hear from you. We hope to resolve your issue as quickly as possible, therefore we recommend it is first raised informally with the person at Marco Harris you have been dealing with. This allows most problems to be resolved quickly & effectively.

If you remain dissatisfied with the service, then you should put your complaint in writing to our Managing Director Connor Harris. This can be received by post to Marco Harris, 68 Botley Road, Park Gate, SO31 1BB or by email connor@marcoharris.co.uk.  Where your complaint has been received by email or an email address is provided, our response will be given by email to speed up communications. You will receive written acknowledgement and a response within three working days of receipt. 

If you remain dissatisfied with the service and our initial response, then you should put your further complaint in writing and address it to Connor again. Connor then will give a full response in writing; this will be sent within 14 working days of receipt. If he is not able to respond within this time frame or further information is required, you will be contacted. Our final viewpoint will then be provided.

We hope that all complaints are satisfactorily resolved by following our process. Your custom is at the heart of our business, and we strive to be different from the rest. If, however, having followed the procedure set out above, you remain dissatisfied you are entitled to ask The Property Ombudsman to investigate your complaint and they will provide adjudication.

You can direct your complaint here: 

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

Tel No: 01722 333 306

Email: admin@tpos.co.uk

Website: www.tpos.co.uk

Or; 

Complaints can be made online via https://selfserve.tpos.co.uk 

The Property Ombudsman is an independent service established to assist in the resolution of complaints regarding estate agents. Any complaint made to The Property Ombudsman must be made within twelve months of the date Marco Harris notify you of their final viewpoint.