Springbok Estate Agency strives to provide a high standard of service to all its customers at all times. If you feel we have not achieved this in any way, we strongly encourage you to contact us immediately, so that we can take steps to address your concerns.

In addition, if we are unable to resolve a problem to your satisfaction, you will have the option to have your complaint assessed by the Property Ombudsman. This is an independent body whose regulations Springbok Estate Agency is legally obliged to observe.

We are confident that our own complaints procedure will resolve your concerns without recourse to the Ombudsman, but in the event this proves insufficient, and once you have received written notification from us of our decision, the Ombudsman has the authority to investigate your complaint.

What follows is a full description of our complaints procedure. Springbok Estate Agency undertakes to listen to your concerns and attempt to resolve the problem to your satisfaction at every stage.

If You Have a Complaint

Please do not hesitate to contact a member of our team if you have any problems regarding the services we provide. We would like to resolve any such issues as soon as they arise in a friendly and efficient manner.

Should your problem not be resolved immediately, the manager of the department in question will be glad to speak to you in person and try to reach a satisfactory conclusion the same day. Sometimes, this process may take longer if the issue is a complex one.

In the event that the department manager is unable to resolve the situation satisfactorily, your complaint can be referred to the Springbok Estate Agency senior manager. You can also contact the senior manager direct by post by writing to this address:

Springbok Estate Agency Complaints
Universal Square
Devonshire Street North
Manchester 
M12 6JH

or by email at: complaints@springbokestateagency.co.uk

It will help us to resolve the matter efficiently if you give us as much information as possible regarding your problem, and indicate what steps you would like Springbok Estate Agency to take.

You will receive an acknowledgement letter within four working days, which will also explain our understanding of your complaint and indicate when you should expect to receive a full, final response. This letter may also request more information regarding the matter in order to facilitate a prompt resolution.

We will look into your complaint in detail, and, in the vast majority of cases, give you our final written response within eight weeks of the original complaint being made. If our final response does not satisfy you, the option of contacting the Ombudsman will then be available to you by writing to the following address:

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

Telephone: (01722) 333306
Email: admin@tpos.co.uk

As an independent body, the Property Ombudsman will consider information provided by both the complainant and Springbok Estate Agency. Please note, however, that the Ombudsman is not obliged to carry out an investigation into events that occurred more than twelve months prior to the date of your original complaint, and may refuse to consider a case where the client received a final response from Springbok Estate Agency more than six months prior to the client writing to the Ombudsman.

If the Ombudsman is unable to successfully mediate between the two parties, he will arrive at a decision according to his considered judgement, and subsequently inform both the client and Springbok Estate Agency of this decision. You will have the options of accepting or rejecting the decision, and in the event you choose to reject it, the case will become void. You would then have the option of taking whatever further action you saw fit.

Springbok Estate Agency is a member of Referenceline. The Office of Fair Trading authorises the Property Ombudsman to use Referenceline to conduct regular customer satisfaction surveys of the membership.