Jacobs Steel Complaints Procedure

1 If you have a problem relating to Jacobs Steel Estate Agents, please discuss this with one of our branch staff. We will, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as thier age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement, or do not speak English as a first language. Our aim is to deal with your problem sympathetically, fairly and quickly.

2 If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. They will try and resolve the matter on the day you raise your complaint, although whether this is possible will depend on the nature of the complaint.

3 If the response by the senior member of staff does not resolve the matter to your satisfaction, you can ask them to refer the complaint to one of the Managing Directors, or write directly to them; Matt Jacobs and Patrick Barton, Jacobs Steel & Company Ltd, 12 Chapel Road, Worthing, West Sussex, BN11 1BJ. Your letter should state why you are still dissatisfied and what action you wish Jacobs Steel to take to fully resolve your complaint. A letter of Acknowledgement will be sent to you within 3 working days. It will also: Set out our understanding of your complaint, and state when we will be able to reply in greater detail.

You may also be asked for additional information if this is required to assist in resolving the matter. If necessary for example with a complex complaint, the Managing Director will consult with the other directors and fully investigate your complaint. We will then write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

4 If you feel we have not sought to address your complaints within 8 weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter.  You can write to: The Property Ombudsman, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP
(Telephone 01722 333306 or email admin@tpos.co.uk)

5 The property Ombudsman will consider your complaint, taking into account any points made by you and Jacobs Steel. The Ombudsman may refuse to investigate a complaint where your issue refers to something that happened more than 12 months before you complained in writing to the member agency, or you referred your complaint to The Property Ombudsman more than 6 months after you received the Member Agency’s final offer of settlement or answer.

6 The Property Ombudsman’s office may try to settle the dispute by agreement between you and Jacobs Steel. If this is unsuccessful, the Ombudsman will consider all relevant factors and make a decision according to what they believe to be fair in all the circumstances.

7 The Property Ombudsman will send his decision to you and Jacobs Steel. You can accept or reject his decision. If you reject, it will lapse and you are free to do as you wish. If you wish to take legal action, you can do so. Your legal rights will not have been affected by The Property Ombudsman’s decision.

8 The Property Ombudsman requires that all complaints are are addressed through this in-house complaints procedure, before being submitted for an independent review.