Customer Complaints Procedure | James Douglas Sales & Lettings
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Customer Complaints Procedure

James Douglas Sales and Lettings

James Douglas Sales & Lettings Customers

James Douglas are a member of The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.

Below are the steps when making a formal complaint –

Sales and Lettings Complaints

Step One – Contact the Sales/Lettings Manager

Initially all complaints can be directed to the Sales or Lettings manager of the Branch you have been dealing with. They will endeavour to respond as soon as possible,  otherwise no later than 14 working days from when they received notification of the issue.

Step Two – Contact the Head of Sales and Lettings

If you remain dissatisfied and wish to further your complaint you can do so in writing to the Head of Sales and Lettings. The Sales or Lettings Manager you have been speaking with will provide you with their details.

Your complaint will be acknowledged within five working days of receipt and the Head of Sales and Lettings following further investigation will work with you to try and resolve any issues raised as promptly as possible.

Step Three – Managing Director

If you remain dissatisfied and wish to further your complaint, the Head of Sales and Lettings will provide you with the Managing Directors Contact Details. The Managing Director will endeavour to respond  within three working days.

The Managing director will investigate your complaint further and will reply with our final response.

If we do not hear from you within a further eight weeks from the date of our response, we will assume the matter has been addressed and we will close our file.

Contact Details



James Douglas Sales and Lettings Head Office

1 St Martins Row

Albany Road


CF24 3RP


James Douglas Sales and Lettings Pontypridd

1 Church Street


CF37 2TH

Step Four – The Property Ombudsman

After you have received our final response letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS).

Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of the final response.You will need to complete our internal complaints procedure, before you raise your concerns with the Ombudsman.

Contact Details:

Telephone: 01722 333306



James Douglas Sales & Lettings