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The Property Ombudsman Scheme

The TPO Scheme was set up to resolve disputes between Member Agents and actual or potential buyers and/or sellers of residential property in the UK.

The TPO has approval from the Office of Fair Trading (OFT) and benefits from close links with the National Association of Estate Agents (NAEA) and the Royal Institution of Chartered Surveyors (RICS).

Commitment to Customer Satisfaction

Customer Grievance Procedure.

1. Town and Country, as a Member of the Property Ombudsman Scheme, aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a Grievance Procedure has been introduced. This provides for the matter to be dealt internally and in the event that we are not able to deal with the matter to our mutual satisfaction, by reference to the Property Ombudsman.
2. If you believe you have a grievance, please write in the first instance to the Managing Director at the address below.
3. Your grievance will be acknowledged within 3 working days, investigated thoroughly and a reply sent to you within 15 working days of receipt of your letter. If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the grievance reviewed by our Managing Director at our registered address.
4. In the event that the final review as detailed above still fails to satisfy your grievance, then you are at liberty to have the matter referred to the Property Ombudsman, to whom information will be provided by this firm. You are also entitled to have your grievance referred to the Ombudsman should we fail to deal with matters expeditiously, i.e. within 3 months from the date of written notification to ourselves.

Registered Address:

Town and Country (Homeloans) UK Ltd,
Westminster Business Centre,
Wellington House,
Wynyard Park,
Wynyard,
Tees Valley,
TS22 5TB